Evaluating Healthcare Service Quality and Patient Satisfaction: Evidence from Hospitals in Madurai District.

Abstract

Patient satisfaction is an important indicator of healthcare service quality, particularly in private sector hospitals. This study examines the influence of five service quality dimensions, namely tangibles, reliability, responsiveness, assurance and empathy, on patient satisfaction. A descriptive cross-sectional research design was adopted, and primary data were collected from 165 respondents using a structured questionnaire. The collected data were analysed using multiple regression analysis. The findings reveal that all five dimensions have a positive and statistically significant influence on patient satisfaction. The regression model explains 53% of the variation in patient satisfaction (R² = 0.530) and is statistically significant (F = 35.822, p < 0.001). Responsiveness emerged as the strongest predictor, followed by empathy, tangibles, assurance and reliability. The study concludes that improving service responsiveness, individualised patient care and overall service delivery is essential for enhancing patient satisfaction in private sector hospitals.