Measurement of Patient Satisfaction with SERVQUAL Model of Private Hospitals: SEM Approach

Abstract

Patient satisfaction study can help identify ways of improving nursing and health care services. The aim of this study is to assess service quality dimensions to determine patient satisfaction with doctors, nurses and staffs care in private hospitals of Bangladesh. This study has been conducted on 400 patients with a structured questionnaire and using simple random sampling method. For analyzing data, both descriptive and inferential statistics has been used. By using Structural Equation Modeling, the study has found assurance, empathy, reliability, responsiveness and tangibility as influential factors; and is significantly related to the overall patient satisfaction in private hospitals. This study suggests that for ensuring better patient satisfaction, variables like: emergency patients, lab-report’s accuracy, timely and appointment based patient observation, hygienic environment, and timely report delivery, etc. should be provided.