A Comparative Study of Service Quality and Patient Satisfaction in Hospitals of Lucknow

Abstract

Hospital service quality significantly impacts patient satisfaction and health outcomes. However, variations in service quality across hospitals can lead to disparities in patient care. This study aims to evaluate the differences in service quality among hospitals, assess the effectiveness of quality improvement programs, identify factors influencing service quality, and examine patient satisfaction in various aspects of care. The goal is to offer evidence-based recommendations for improving healthcare services and patient experiences. The study employed a mixed-methods approach. Quantitative data were collected through patient satisfaction surveys from 320 patients across 10 hospitals in Lucknow, including both public and private facilities, evaluating various aspects of care. Qualitative interviews were conducted with hospital staff and administrators to explore key factors determining service quality. Hospital records were analysed to assess the effectiveness of quality improvement initiatives. Statistical analysis was used to compare service quality and patient satisfaction across the hospitals. The findings indicate significant differences in service quality across hospitals of Lucknow. Factors such as staffing levels, resource allocation, and infrastructure were key determinants of service quality. Some hospitals demonstrated higher patient satisfaction due to the successful implementation of quality improvement programs, while others showed gaps in service delivery. This study reveals important disparities in hospital service quality and identifies effective quality improvement programs. The findings are used to propose evidence-based recommendations aimed at enhancing service quality and improving patient satisfaction, contributing to better overall healthcare outcomes.