Global Journal of Medical Research, K: Interdisciplinary, Volume 22 Issue 4

Measure the Specialized Quality of Services Provided by the Hospitals and Overall Satisfaction of the Patients of Select Multi – Speciality Hospitals in Coimbatore City Dr. M.R. Chandrasekar Abstract- The present study has empirically investigated of measure the specialized quality of services provided by the hospitals and overall satisfaction of the patients of select multi – speciality hospitals in Coimbatore city. The study also considered Parasuraman, Zeithaml and Berry have identified the service quality as crucial (Reliability, Responsiveness, Assurance, Empathy, Tangibles). Hence the present study focused on Patients’ Satisfaction framed (Parasuraman et al.) by incorporating modifications according to the native settings and to measure the level of satisfaction towards specialized services and DNC services (Doctors, Nursing and Clinical). These are included in the study to fill in the research gap which is not specifically handled with the service quality aspects and satisfaction dimensions also. The study was undertaken to find out whether the hospital (Multi – speciality Hospitals) under study has any systematic management system followed for providing better services to its customers (patients). For this purpose, a structured questionnaire was designed to collect information from the patients of Hospital in Coimbatore city. Therefore, the objective is to study patient satisfaction towards services rendered by the select multi- specialty hospitals in Coimbatore city. The research design of this study is descriptive research. The sample size is 810 inpatients from select hospitals which are facilitated with multi- specialty services are considered. The researcher adopted simple random sampling method in selection of hospital and in-patients from the hospitals. Both primary and secondary data are collected for the study. Keywords: inpatients, service quality of the hospitals, patients’ satisfaction and DNC services. I. I ntroduction of the S tudy edical assistance is a need for each and every human being irrespective of demographic or social settings. Health problems pose a serious threat to health, and require specific treatment and management to cure the problem. Medical care aims not only at improving health status but also to respond to patient needs and wish to ensure their satisfaction with care. The quality of service by a hospital is the number one factor that will either turn a customer/patient away or ensure satisfaction and faith. More and more hospitals are competing for greater shares in the Author: Assistant Professor Department of Commerce Dr. N.G.P. Arts and Science College, Coimbatore, Tamil N ā du, India. e-mail: Chandrasekar0377@gmail.com market, and customer-driven quality management is becoming the preferred method for improving the performance of hospitals. Patient judgement on medical care also contributes to medical outcomes. In the case of in-patient care, it has been clearly shown that satisfied patients are more likely to cooperate with treatment, to maintain a continuing relationship with a practitioner and thus enjoy a better medical prognosis. This happens consistently in multi-speciality hospitals which adequately provide support to patients. Service Quality is defined as a “Global judgment or attitude relating to the overall superiority of the service” (Parasuraman et al.). In service organizations, customer perceived service quality is considered as one of the key determinants of business performance (Parikh). The issue of how best to conceptualize and operationalize service quality is still a subject of heated debate (Cronin and Taylor). However, it is generally agreed that Service Quality is a multi- dimensional or multi-attribute construct. Good service quality means that the customers’ perception on service performance meets or exceeds their expectations or what the service firm should provide. The applicability of SERVQUAL in a different culture is to be considered. Consumers varied in both their overall expectations with regard to service quality and their expectation of each of the service quality dimensions as a result of cultural orientation. II. O bjective of the S tudy 1. To measure the specialized quality of services provided by the hospitals and overall satisfaction of the Patients of select multi – speciality hospitals in Coimbatore. III. S tatement of the P roblems Hospital is a place where people who are ill or injured are treated and taken care of by specialized doctors, staff and nurses. In the past, the hospitals were set up as charity institutions, especially for poor and weaker sections. The only function of those institutions was to care for the sick and poor. The patients also approached the hospitals with disinclination, anxiety and M 45 Year 2022 Global Journal of Medical Research Volume XXII Issue IV Version I ( D ) K © 2022 Global Journals