Impact of Service Quality on Patient Satisfaction in Private Multi-Specialty Hospitals: A Servqual Approach in Coimbatore

The healthcare sector has become increasingly competitive, making service quality a critical factor in determining patient satisfaction. This study aims to examine the impact of service quality on patient satisfaction in private multi-specialty hospitals in Coimbatore using the SERVQUAL model. The study focuses on five key dimensions of service quality, namely tangibility, reliability, responsiveness, assurance, and empathy. A descriptive research design was adopted, and primary data were collected from 150 in- patients through a structured questionnaire based on the SERVQUAL framework. Secondary data were gathered from journals, books, and relevant publications. Statistical tools such as percentage analysis, T-test, ANOVA, correlation, and ranking techniques were used to analyze the data. The findings reveal that service quality has a significant positive impact on patient satisfaction. Among the SERVQUAL dimensions, interpersonal aspects such as polite and friendly interaction, responsiveness, and sincere problem-solving were found to be the most influential. The study also indicates that demographic variables like gender and age significantly affect patient expectations, perceptions, and behavioural intentions. Additionally, factors such as referrals and brand reputation play a major role in hospital selection. The study concludes that improving service quality, particularly in terms of staff behaviour, responsiveness, and infrastructure, is essential for enhancing patient satisfaction. Hospitals that focus on patient-centric care and continuous quality improvement can achieve better patient outcomes and a competitive advantage in the healthcare sector.