Association Between Service Quality, Patient Satisfaction And Patient Loyalty In Health Care Service Centers

Abstract

In response to the harsh conditions brought about by the industry's maturing, decreased financing, and more rivalry, the health-care sector has reorganized its service delivery system in the last several years. Finding efficient solutions to meet the demands and wishes of the patients has been the primary emphasis of the reorganization. Quality management strategies are being used more and more often by businesses and organizations. For a service organization to thrive, the quality of its technical and functional support must be top-notch. Today, no healthcare provider can afford to skimp on service quality or patient happiness. Rising service standards and consumer awareness have both contributed to higher expectations among today's consumers. Their expectations for the service they get are likewise rising. When patients are pleasantly surprised by the high level of treatment they get at hospitals, it often leads to a positive opinion of such institutions. Identifying patient profiles and personality attributes and assessing hospital service quality are the primary aims of the research. Data processing was carried out using suitable statistical methods on the gathered data. Up to this point, you have seen the findings, as well as their analysis and interpretation. What follows is a synopsis of the study's results, along with its conclusions and policy recommendations. Hospital service quality may be defined by three factors: fundamental, value-added, and crucial service characteristics.