AN EMPIRICAL EVALUATION OF SERVICE QUALITY AND PATIENT SATISFACTION AT PRIVATE HOSPITALS IN PUNE

Abstract

This study evaluates patient satisfaction and service quality at private hospitals in Pune through a detailed survey. It investigates key factors affecting patient perceptions, including overall service quality, cleanliness, staff responsiveness, communication clarity, and information adequacy. Using quantitative data from patient responses, the research identifies areas of strength and areas requiring improvement. Findings reveal that while the majority of patients rate the hospital services positively, there are notable concerns regarding communication clarity and the adequacy of information provided. Recommendations are provided to enhance service delivery, address patient concerns, and improve overall satisfaction. This study contributes to the understanding of patient satisfaction in the Indian healthcare context and offers actionable insights for healthcare providers.