Impact Of Service Quality On Customer Satisfaction In Private Health Care Industry In Coimbatore -A Study

Abstract

In recent years, service quality has emerged as a critical determinant of customer satisfaction, particularly in the healthcare sector. Private healthcare facilities in Coimbatore, like many across India, face increasing pressure to provide not only effective medical treatments but also exceptional service that meets patients’ evolving expectations. Factors such as responsiveness, empathy, reliability, and tangibility play a significant role in shaping patients' perceptions of quality. As patients become more discerning, their expectations for high standards in both treatment and service delivery grow, impacting their overall satisfaction. The study investigates the effect of service quality on customer satisfaction in private healthcare facilities in Coimbatore. Adopting a descriptive research design, the study utilizes a sample of 152 respondents selected through simple random sampling. Data was collected using a structured questionnaire, with primary data focused on key service quality dimensions, including tangibility, reliability, responsiveness, and assurance. Statistical tools such as frequency analysis, descriptive statistics, and one-way ANOVA were employed to analyze the data.The findings reveal moderate levels of customer satisfaction across all service quality dimensions. In terms of tangibility, aspects like the appearance of hospitals received higher satisfaction ratings compared to the professional appearance of employees and the adequacy of physical facilities. The analysis of reliability indicates that while private healthcare facilities generally perform well in clarifying doubts and providing detailed information, there is room for improvement in service accuracy and timeliness. Similarly, responsiveness was rated moderately, with politeness and attentiveness of staff meeting basic patient expectations but requiring further enhancement for better patient experiences.