DOI: http://dx.doi.org/10.18203/2394-6040.ijcmph20162574

Assessment of patient’s satisfaction regarding the service quality of a rural hospital of Burdwan district, West Bengal, India

Prosenjit Naskar, Somnath Naskar, Sima Roy

Abstract


Background: Patients satisfaction is the basis of quality healthcare services. To improve quality of healthcare it is most important to obtain feedback from patients.  Patients’ satisfaction or service quality mostly depends on patients’ expectation. This study was conducted to identify some important areas where improvement can be done by knowing patients expectation, perception and their gaps.

Methods: A cross-sectional study was conducted among patients aged >18 years. Total 350 patients from OPD by consecutive sampling and 309 patients from IPD by complete enumeration was taken from a rural hospital of Burdwan district. A modified form of SERVQUAL questionnaires was used.

Results: Service quality gaps were identified across all the five dimensions as well as all the 22 items of the survey instrument (except one item). All those gaps were statistically significant (Except two items). It was identified that highest service quality gap exist against the item no. 8 (Provide its services at the time) for OPD and item no. 20 (Readiness for personal attention) for IPD services.

Conclusions: This study measured service quality of a hospital in the context of patients’ perceptions and expectations and identified some areas of improvement while catering health services. The findings can help the healthcare provider to plan conceptually in improving health care delivery systems.

Keywords


Expectation, Perception, Service quality, SERVQUAL, Patients’ satisfaction

Full Text:

PDF

References


Zarei A, Arab M, Froushani A, Rashidian A, Tabatabaei S. Service quality of private hospitals: The IranianPatients’ perspective. BMC Health Serv Res. 2012;12:31.

Irfan S, Ijaz A, Farooq M. Patient satisfaction and service quality of public hospitals in Pakistan: an empirical assessment. MEJSR. 2012;6:870-7.

Qadri S, Pathak R, Singh M, Ahluwalia S, Saini S, Garg P. An assessment of patients satisfaction with services obtained from a tertiary care hospital in rural Haryana. Int J Collab Res Intern Med Public Heal. 2012;4(8):1524-37.

Chakravarty A. Evaluation of service quality of hospital outpatient department services. MJAFI 2011;67:221-4.

Eleonora K, GlaveliNiki P, Chrissoleon T. Health Care Quality in Greek NHS Hospitals: No one knows better than patients.

Kavitha R. A comparative study on patients’ satisfaction in health care service. European Journal of Business and Management. 2012;4(13):156-9.

Iwaarden JV, Wiele TDV, Ball L, Millen R. Applying SERVQUAL to web sites: an exploratory study. Int. J. Qual. Reliability Manage. 2003;20:919 -35.

Tavakol M, DennickR .Making sense of Cronbach’s alpha. International Journal of Medical Education. 2011;2:53-5.

Solayappam A, Jayakrishna J, Velmani S. Quality measurement for hospital services. IPEDR. 2011;12. IACSIT Press, Singapore

Brahmbhatt M, Baser N, Joshi N. Adapting the servqual scale to hospital services: an empirical investigation of patients’ perceptions of service quality. Int J Multidiscip Res. 2011;1(8):27-42.