A Study on Patients’ Satisfaction in a Private Hospital of Indore

This paper reviews the customer satisfaction level in a private health care hospital in Indore. Government of India had emphasized abundantly on the health care industry in the budget FY2018; as this sector directly effects the life of common man. The Indian Health care industry is divided into two sectors grossly; viz- Private Health care sector and Government (Public) Health Care Sector. Though the aims and potential objectives of both these sectors varies from each other including aberration in quality of care & customer’s satisfaction. This study essentially focuses on the difference in expectations and perceptions of customers inducing customer’s satisfaction level in a private hospital of Indore; and also reveals the attributed significance of 5 elements of Servqual Tool i.e. Tangibility, Responsibility, Responsiveness, Empathy &Assurance; through the eyes of the customers(A.Parasuraman et.al.,1988),(V.Zeithamal et.al,1991,)(Berry et.al.,1988)[1][2][3]. The study encapsulates the analysis of needs of the customers, evaluation of their apprehension of perception of services with respect to their anticipatory expectations of the services rendered by the health care fraternity. The study is conducted on the substructure of Servqual toolkit given by Parasuraman, A, Zeithaml, V. and Berry consisting of 22 questions graduated with rating scale from 1 to 5 respectively in one of the renowned private hospital located in the midst of Indore city.(A.Parasuraman t.al.,1988),(V.Ziethaml et.al.,(1988)[3][4]