Evaluating Patient Satisfaction and Service Quality in Uttarakhand Hospitals
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Abstract
This study investigates patient satisfaction with healthcare services in public and private hospitals across selected districts of Uttarakhand, India. Using the SERVQUAL model, five key service quality dimensions—Tangibles, Reliability, Responsiveness, Assurance, and Empathy—were assessed to understand their impact on patient satisfaction. A cross-sectional survey of 400 patients was conducted using a structured questionnaire. Descriptive and inferential statistics, including t-tests and ANOVA, were employed to compare satisfaction levels across hospital types, cities, and demographic factors. Results revealed that private hospitals consistently outperformed public hospitals in all SERVQUAL dimensions, with Assurance and Empathy showing the strongest positive correlation. Additionally, satisfaction levels varied significantly by age and city, with older patients and those in Dehradun reporting higher satisfaction. The findings suggest that private hospitals provide superior service quality, and targeted improvements in public hospitals, particularly in Responsiveness and Assurance, could enhance patient experiences. These insights can guide hospital administrators in optimizing service delivery to increase patient loyalty.