Evaluating Healthcare Service Quality through Patient Satisfaction Metrics

Abstract

This study investigates the connection between service quality and patient satisfaction in the healthcare sector, focusing on a public hospital. To effectively assess service quality, the research employs the SERVQUAL scale, a recognized tool for evaluating patient perceptions in healthcare. Collaboration with hospital administration was integral to creating reliable methods to capture patient expectations and experiences, offering valuable insights for hospital management.The study underscores the importance of high service quality in healthcare, noting its parallels with increased market share, return on investment, and cost efficiency seen in other industries. A primary focus of this research is understanding how service quality affects patient satisfaction, particularly in a public hospital setting.A structured 22-item questionnaire based on a five-point Likert scale was administered to 400 patients to gather comprehensive data on their experiences and satisfaction levels. Findings from this research provide essential insights that can help improve service quality, benefiting patient care and operational efficiency in the healthcare industry. These insights not only enhance understanding of patient satisfaction but also support healthcare providers in making informed management decisions for quality improvement.