Measure the Specialized Quality of Services Provided by the Hospitals and Overall Satisfaction of the Patients of Select Multi – Speciality Hospitals in Coimbatore City
The present study has empirically investigated of measure the specialized quality of services provided by the hospitals and overall satisfaction of the patients of select multi – speciality hospitals in Coimbatore city. The study also considered Parasuraman, Zeithaml and Berry have identified the service quality as crucial (Reliability, Responsiveness, Assurance, Empathy, Tangibles). Hence the present study focused on Patients’ Satisfaction framed (Parasuraman et al.) by incorporating modifications according to the native settings and to measure the level of satisfaction towards specialized services and DNC services (Doctors, Nursing and Clinical). These are included in the study to fill in the research gap which is not specifically handled with the service quality aspects and satisfaction dimensions also. The study was undertaken to find out whether the hospital (Multi – speciality Hospitals) under study has any systematic management system followed for providing better services to its customers (patients). For this purpose, a structured questionnaire was designed to collect information from the patients of Hospital in Coimbatore city. Therefore, the objective is to study patient satisfaction towards services rendered by the select multi-specialty hospitals in Coimbatore city. The research design of this study is descriptive research. The sample size is 810 inpatients from select hospitals which are facilitated with multi-specialty services are considered. The researcher adopted simple random sampling method in selection of hospital and in-patients from the hospitals. Both primary and secondary data are collected for the study.
