Patient Satisfaction Survey : a Servqual Approach Sf.chandra Sekhar

-------------------------------------------------------------------------------------------------------------Research studies pertaining to the assessment of patient satisfaction have been voluminous, depicting areas of hospital services improvement. Many of them are customized for certain types of hospitals as they are varied in nature, ownership, specialty and so on. However, SERVQUAL approach, which centers around the quality aspects of patient satisfaction, is being increasingly given importance to in these days. This study attempts to address patient satisfaction assessment with the help of SERVQUAL approach. Results reveal that patients satisfaction patients is not dependent on, or influenced by, the referral pattern, period of stay, previous exposure to the hospital's services, sex and age of the patient, household income, or educational qualification. Implications are drawn for healthcare marketing. ------------------------------------------------------------------------------------------------------------------------