Patient Satisfaction And Perceived Quality Of Services In Private Hospitals In Pune City: A Comprehensive Survey Analysis

Abstract

This research paper investigates the delivery of service quality and patient satisfaction in private hospitals located in Pune City. Employing a cross-sectional survey design, data was collected from 112 respondents across 15 private hospitals using a structured questionnaire covering various domains such as overall service quality, cleanliness, staff responsiveness, communication clarity, treatment information, waiting times, hospital preferences, recommendation likelihood, perceived trustworthiness, and the impact of corporate image. The findings reveal that the majority of respondents rated the overall quality of services positively, with a significant proportion expressing satisfaction with cleanliness, staff responsiveness, and communication clarity. However, areas for improvement were identified, particularly in providing adequate information about treatment options and optimizing waiting times. The preferred choice of hospitals varied among respondents, with Ruby Hall Clinic emerging as the most preferred. Despite high levels of recommendation likelihood and perceived trustworthiness, a notable proportion of respondents expressed concerns about the negative impact of the hospital's corporate image on their satisfaction. Based on these findings, recommendations are provided to enhance service quality, improve cleanliness, increase staff responsiveness, enhance communication clarity, provide comprehensive treatment information, optimize waiting times, strengthen corporate image, and monitor patient satisfaction continuously. Addressing these areas can contribute to a better overall patient experience, increased trust, loyalty, and the maintenance of a positive reputation for private hospitals in Pune City.