An empirical study on correlation of the factors of the perception : Service delivery & patient satisfaction about service quality in selected public & private hospitals of the Raipur city

Abstract

In an organization resembling a hospital, the quality of service is of utmost importance in relation to both the quality of services offered and the satisfaction of patients. Several metrics assess the quality of service provided in hospitals. Assessing the quality of service is crucial for obtaining feedback on the services rendered, the supplied therapy, its effectiveness and execution, and ultimately the level of satisfaction. This research study incorporates three primary criteria to assess the quality of hospital services (HSQ): perception, service delivery, and patient satisfaction. This article will examine the relationship between the chosen variables for research objectives. The factor analyses, namely exploratory factor analysis (EFA) and confirmatory factor analysis (CFA), have been conducted to identify and extract the final components for the aim of examining correlations. This study work is founded on the main data obtained from individuals who were admitted to the hospital (IPD patients), those who visited for follow-up appointments (OPD patients), and their accompanying individuals.