ABSTRACT

The focus of this article is to study the healthcare service providers’ commitment to service quality and spot the factors which are responsible for customer satisfaction. The study has been conducted to find the patients’/ customers’ awareness in regard to the quality of service provided by different super specialty private hospitals in Burdwan district.

Twelve independent variables have been considered to judge in-patients’ satisfaction which are Punctuality, Sincerity, Employees’ grooming, Customized service, Promptness in service, Motivation of the employees, Fair transaction Courteousness of the employees, Patient handling competency, Consistency in charges, State of the art facilities and Personal care. The results indicate that there is a strong association between customer satisfaction and a few of the above independent variables. The said variables would help healthcare organizations to make their patients gratified, which would subsequently result in the patients/customers being loyal to the hospital and thereby spread a positive word of mouth regarding the provider and its services.

Key words: Factor analysis, Patient satisfaction, Super specialty hospital