PATIENTS PERCEPTION OF SERVICE QUALITY TOWARDS IN HOSPITALS OF DAKSHINA KANNADA DISTRICT OF KARNATAKA

Purpose – The goal of this study is to break down hospital service quality (SQ) into its different components from the patients point of view in Indias healthcare organizations.

Design/methodology/approach – To acquire patient perceptions, the study uses a questionnaire-survey methodology. Statistical approaches such as correlation and multiple regressions were used to analyse the data collected..

Findings – Because patients are unable to completely assess the technical quality of healthcare treatments, they prioritise trustworthiness and safety. The study also found that in order to get a holistic view of their offerings, hospital service providers must first understand the demands of patients..

Research limitations/implications – Due to a low response rate and other operational constraints, the study only recorded the perceptions of service receivers – patients – and the sample size of the study – 200 patients and the studys results are dependent on the nature and number of respondents.

 Practical implications – By comparing the mean values of the categories of Service quality, hospital administrators can benchmark their facilities against those of their competitors. The study also allows for a comparison of government and private hospital performance in terms of services provided.