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Journal of Information and Optimization Sciences cover

Journal of Information and Optimization Sciences

(Since 1980)
Hybrid ·Peer-reviewed·ISSN (Online): 2169-0103·ISSN (Print): 0252-2667

WoS  JIF 2026 : 0.4 (Q4)

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Monthly Journal: Publishes theoretical and applied research on topics in information and optimization sciences.

Issues up to 2022 co-published with and available at:Taylor & Francis
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Journal of Information and Optimization Sciences
Open Access Research Article

An empirical study on correlation of the factors of the perception : Service delivery & patient satisfaction about service quality in selected public & private hospitals of the Raipur city

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pp. 1715–1728Vol. 44Issue 8November 2023DOI: 10.47974/JIOS-1487XML
Published Online:
13 Jan 2024
Article type:
Research Article
Language:
EN
Article no.:
JIOS-1487
Pages:
1715–1728

Abstract

In an organization resembling a hospital, the quality of service is of utmost importance in relation to both the quality of services offered and the satisfaction of patients. Several metrics assess the quality of service provided in hospitals. Assessing the quality of service is crucial for obtaining feedback on the services rendered, the supplied therapy, its effectiveness and execution, and ultimately the level of satisfaction. This research study incorporates three primary criteria to assess the quality of hospital services (HSQ): perception, service delivery, and patient satisfaction. This article will examine the relationship between the chosen variables for research objectives. The factor analyses, namely exploratory factor analysis (EFA) and confirmatory factor analysis (CFA), have been conducted to identify and extract the final components for the aim of examining correlations. This study work is founded on the main data obtained from individuals who were admitted to the hospital (IPD patients), those who visited for follow-up appointments (OPD patients), and their accompanying individuals.

Keywords

PerceptionService deliveryCustomer satisfaction service qualityPublic and private hospitals

Subject Classifications

00A99

References

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[2] D’Souza, S. and Sequeira, A. H., A Critical Analysis of Service Quality and Performance Through Malcolm Baldrige National Quality Healthcare Criteria: Benefits and Research Directions, Journal of Health Management 14(1) 27–41 (2012).
[3] Eleuch, A., Healthcare service quality perception in Japan, International Journal of Health Care Quality Assurance, Vol. 24(6), 417-429 (2011).
[4] Kwateng, K.O. Lumor, R. Acheampong, F.O.  : Service quality in public and private hospitals: A comparative study on patient satisfaction, International Journal of Healthcare Management, Published online: 26 Oct 2017, https://doi.org/10.1080/20479700.2017. 1390183, 1-8.
[5] Miranda, F.J., Chamorro, A., Murillo, L.R. & Vega, J., Assessing Primary Healthcare Services Quality in Spain: Managers vs. Patients Perceptions. The Service Industries Journal, 30 (13), 2137–2149 (2010).
[6] Zarei, E. Daneshkohan, A. Pouragha, B. Marzban, S. & Arab, M. : An Empirical Study of the Impact of Service Quality on Patient Satisfaction in Private Hospitals, Iran, Global Journal of Health Science, 7(1): 1-9 (2015).

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