Flexible approach to patients satisfaction: a case of Indian private hospitals

Sadia Samar Ali, R.K. Bharadwaj and F. Ahmad

International Journal of Services and Operations Management, 2013, vol. 14, issue 2, 252-275

Abstract: Access, availability, quality and cost-effective healthcare services are the cornerstone of modern healthcare services both for patients as well as service providers. Hence, customer satisfaction is becoming increasingly important for organisational survival, as it instils confidence, generates goodwill and also reduces average length of stay of patients. This increases profitability by streamlining cost of services and increasing the market base. Suitable satisfaction drivers have been identified in the past. A new customer satisfaction index using information, process, service and expectations, has been developed in this research. Preliminary study was conducted for 180 patients in Delhi/NCR of India to measure the effectiveness of service facilities provided to patients. The analysis suggests an acceptable and generic model for researchers/managers to pave the way for potential improvements in the private healthcare industry as well as open new avenues for research.

Keywords: private hospitals; patient satisfaction; customer satisfaction; factor analysis; American Customer Satisfaction Index; ACSI; patients satisfaction index; PSI; India; healthcare services; patient services; private healthcare. (search for similar items in EconPapers)
Date: 2013
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