The Perception of Patients on the Quality Se...

The Perception of Patients on the Quality Services Received at Hospitals in Bhubaneswar City

Author Name : Prabhuram Tripathy

ABSTRACT The purpose of this study is to identify the hospital service quality in its different components from the patient's point of view at five city based hospitals in Bhubaneswar city of India. A SERVQUAL scale was used to assess service quality attitudes from the perspective of patients. Data was collected in hospitals in the Bhubaneswar city of India, using questionnaires that were distributed to 400 patients, out of which 381 questionnaires were returned. Data analysis was based on 369 valid questionnaires. A descriptive analysis, correlation and multiple regressions analysis were conducted. The study results indicate that hospital service providers must first understand the demands of treatments, they prioritise trustworthiness and safety. The study also found that in order to gear patients