Determinates Service Quality and Its Effect on Patients' Satisfaction of Private Medical College Hospitals, Rangpur, Bangladesh

Abstract

The current research is both exploratory and descriptive in nature, with a primary focus on SERVQUAL aspects of service quality in private hospitals. The study used a quantitative technique to analyze primary and secondary data, and 255 people were interviewed as part of the sample. Patients' perceptions of the quality of service provided by private hospitals are varied, according to the survey. The perceptions of service recipients are positive in certain areas, such as reliability and responsibility, but negative in others, such as cost and communication. The major parameters impacting the total service quality of private hospitals were identified using regression analysis. In terms of service reliability, the most important factors determining patients' overall service quality are concentration (a composite of 11 measures) and responsiveness (a composite of 9 measures). The study found that the quality of hospital treatments is determined by the incentive system in place at these institutions. Because private hospitals are not funded and rely on revenue from customers, the relevant authorities should be more motivated to deliver high-quality services to patients in order to better satisfy their requirements.