11, June 2025

THE EFFECT OF SERVQUAL ON PATIENT’S SATISFACTION IN THE HEALTH CARE SECTOR

Author(s): 1 Malchalam Uday Kiran, 2 Sunkari Suneetha

Authors Affiliations:

1 Student, MBA 2nd Year, Department of Management Studies, Vardhaman College of Engineering.

2 Professor, Department of Management Studies, Vardhaman College of Engineering,

DOIs:10.2017/IJRCS/202506004     |     Paper ID: IJRCS202506004


Abstract
Keywords
Cite this Article/Paper as
References

Abstract: In an increasingly competitive and patient-focused healthcare environment, service quality has emerged as a critical determinant of patient satisfaction. This study investigates the impact of the five SERVQUAL dimensions—tangibility, reliability, responsiveness, assurance, and empathy—on patient satisfaction within varied healthcare contexts. Using a descriptive and analytical research design, data was collected from a stratified sample of 200 patients across public and private hospitals, specialty centers, and primary care facilities in both urban and rural regions. Primary data was gathered through structured questionnaires based on the SERVQUAL framework and analyzed using SPSS. Cronbach’s Alpha scores confirmed excellent internal consistency across all dimensions, indicating reliable measurement constructs. Regression analysis revealed that all five dimensions have a statistically significant and positive influence on patient satisfaction. Among them, responsiveness emerged as the most influential predictor, followed closely by assurance and reliability. These findings indicate that patients place high value not only on the efficiency and consistency of healthcare services but also on personalized attention and the emotional connection provided by healthcare staff. The study offers valuable insights for healthcare administrators and policymakers to prioritize service dimensions that enhance patient experiences. Future research should explore longitudinal and technology-integrated models to assess evolving expectations in both traditional and digital healthcare delivery systems.

 
Key words: SERVQUAL, Tangibility, Reliability, Responsiveness, Assurance, Empathy, Patient’s Satisfaction  

Malchalam Uday Kiran,  Sunkari Suneetha (2025); THE EFFECT OF SERVQUAL ON PATIENT’S SATISFACTION IN THE HEALTH CARE SECTOR,  International Journal of Research Culture Society,    ISSN(O): 2456-6683,  Volume – 9,   Issue –  6,  Pp.21-25.        Available on – https://ijrcs.org/


Download Full Paper

Download PDF No. of Downloads:18 | No. of Views: 125