AN ANALYSIS OF HOSPITAL SERVICE QUALITY IN RAIPUR CITY: A COMPARATIVE STUDY OF TWO MAJOR PRIVATE HOSPITALS
DOI:
https://doi.org/10.37497/2966-1722.ODS.v3.n00.9Palabras clave:
Service Quality,, Patient Satisfaction,, Private Hospitals,, Healthcare,, Hospital ManagementResumen
Objective: The study aims to evaluate and compare the service quality of two prominent private hospitals in Raipur, India, focusing on factors that influence patient satisfaction and service delivery.
Method: A quantitative study was conducted with 500 patients and their attendants from two hospitals: Ramakrishna Care Hospital and NH-MMI Narayana Super-specialty Hospital. Primary data were collected using a questionnaire, and the results were analyzed using paired t-tests to measure satisfaction across several service dimensions.
Results: Ramakrishna Care Hospital demonstrated higher patient satisfaction levels across tangibility, reliability, and empathy, while Narayana Hridulaya – MMI excelled in technical quality and diagnostic services. However, both hospitals showed areas for improvement, particularly in food services and administrative care.
Conclusions: Both hospitals provide competitive service quality; however, continuous patient feedback and targeted improvements in specific service areas are necessary for enhancing overall patient satisfaction and hospital reputation.
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