A Study on Patient Satisfaction : Differences in Private and Public Hospitals.

다국어 초록 (Multilingual Abstract)

Over the years the quality of care provided by healthcare organizations is measured through an important tool called patient satisfaction. It is important to understand the perceptions of patients on health care services in order to understand the expectations levels and thus the quality of services can be improved. Also such perception levels may differ across private and public hospitals. This study aims to understand such perceptual differences in the patient satisfaction level of private and public hospitals and also understand the various factors that influences patient satisfaction in a hospital. The study was conducted on 136 respondents who have visited a hospital earlier either private or public. Self-administered questionnaires were provided to the respondents and they were assessed on various factors such as front office services, doctor consultation, diagnostic services, hospital facilities etc. The study revealed that there was a significant relationship between doctor consultation, hospital facilities and patient satisfaction. Further it was also understood that the satisfaction levels were better in private hospitals when compared to public hospitals. Such findings of various factors influencing patient satisfaction help the managers in create policies that address patient’s perceptions. Thus help in improving the quality of services provided.

목차 (Table of Contents)

• Abstract
• I. INTRODUCTION
• A. Need for the study
• B. Scope of the study
• C. Objectives
• D. Hypothesis
• II. LITERATURE REVIEW
• III. RESEARCH METHODOLOGY
• A. Sources of data
• B. Measurement scale
• C. Sampling design
• D. Tools used for the data analysis:
• E. Reliability of the scale
• IV. DATA ANALYSIS AND INTERPRETATION
• A. Demographical profile
• B. Testing of hypothesis
• V. FINDINGS
• VI. CONCLUSION
• VII. MANAGERIAL IMPLICATIONS
• VIII. LIMITATIONS AND FUTURE IMPLICATIONS
• REFERENCES