Factors Effecting Patient Satisfaction in Private Sector Hospitals: A Case Study of West Bengal

Soumik Gangopadhyay and Bidyut Kumar Ghosh
Additional contact information
Soumik Gangopadhyay: Sr. Lecturer, Dept. of Hospital Management, Durgapur Society of Management Studies, Dr. ZakirHussain Avenue, Bidhannagar, Durgapur, W.B. India.
Bidyut Kumar Ghosh: Assistant Professor, Supreme Knowledge Foundation Group of Institutions, Mankundu, Hooghly, West Bengal, India

Indian Journal of Commerce and Management Studies, 2011, vol. 2, issue 6, 102-106

Abstract: Satisfaction of the customers in the private sector hospital service depends on a set of factors including the physical factors like quality of treatment rendered to the patients, reliability, responsiveness, assurance, tangibles i.e. convenience created psychological factors like care taken cost to the patients and monetary factors like the cost required to access the services provided by the hospitals. Based on a field survey data collected from the privately owned hospitals in West Bengal, the present study aims to identify the factors responsible for patient satisfaction and thereby to gauge its effect on the brand-image of the hospitals. The study clearly shows a strong association between the factors such as care, quality of treatment and cost of service with the customers i.e., patients satisfaction. The study concludes a paradigm shift in the Indian hospital industry as the customer preference to choose a service is changing.

Keywords: Satisfaction; Care; Treatment; Cost; Logit Regression (search for similar items in EconPapers)
Date: 2011
References: View complete reference list from CitEc
Citations: View citations in EconPapers (1)

Downloads: (external link)
http://scholarshub.net/index.php/ijcms/article/view/487/476 (application/pdf)
http://scholarshub.net/index.php/ijcms/article/view/487 (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:aii:ijcmss:v:2:y:2011:i:6:p:102-106

Access Statistics for this article

Indian Journal of Commerce and Management Studies is currently edited by Dr. Arif Anjum

More articles in Indian Journal of Commerce and Management Studies from Educational Research Multimedia & Publications,India
Bibliographic data for series maintained by Mr. Asif Anjum ().