Service Quality Dimensions and Patient Satisfaction: Evidence from Private Healthcare Services in Madurai district

Abstract

Healthcare service quality plays a significant role in determining patient satisfaction and influencing patients’ overall healthcare experiences. The present study examines the relationship between healthcare service quality dimensions and patient satisfaction in private healthcare services in Madurai district. The study focuses on four major dimensions of service quality, namely nursing care, facilities, staff services, and medical care. A descriptive cross-sectional research design was adopted, and data were collected from 175 patients using a structured questionnaire. Multiple regression analysis was employed to examine the influence of service quality dimensions on patient satisfaction. The findings reveal that healthcare service quality dimensions collectively explain 42.8% of the variation in patient satisfaction. Among the individual dimensions, facilities, staff services, and medical care were found to have significant positive effects on patient satisfaction, while nursing care did not show a statistically significant unique contribution in the regression model. The study highlights the importance of improving hospital infrastructure, staff interaction, and medical service delivery to enhance patient satisfaction in private healthcare institutions.