A study of Service Quality of Government Hospital and Satisfaction of Patients in Mumbai

Abstract

A study of service quality in government hospitals and patient satisfaction in Mumbai holds significant importance, particularly due to the critical role these institutions play in serving the city’s large and diverse population. Government hospitals cater to the healthcare needs of low-income and underprivileged sections of society, where access to affordable medical care is a priority. Assessing service quality in areas such as timely medical assistance, hygiene standards, behavior of healthcare staff, and the availability of essential medicines can provide valuable insights into how well these hospitals are functioning. It also highlights whether they meet the expectations and needs of the patients they serve. Furthermore, understanding patient satisfaction is essential for improving healthcare delivery in government hospitals. Patient feedback can identify areas for improvement, such as reducing wait times, improving communication between staff and patients, or enhancing the overall hospital infrastructure. This study could serve as a valuable tool for healthcare administrators and policymakers to drive reforms, improve resource allocation, and ultimately elevate the standard of care in government hospitals. Enhancing service quality would lead to better patient outcomes and contribute to the overall health and well-being of Mumbai’s population.