Abstract:

Healthcare organizations operating in the public sector are experiencing increasingly low trust on the part of the patients in terms of the service quality of care provided. Today people hoping to receive high service quality tend to prefer private hospitals . Thus, National Health System Hospitals are undergoing pressure from governments and the general public to improve their quality and compete effectively. quality has a strong and positive impact on the patient satisfaction and patient trust. the purpose of this paper is fourfold. First To assess various aspects of services provided by both public sector and private sector  hospitals,. Second, to assess patients’ perceptions and expectations related to the quality provided by public hospitals. Third, to investigate that ‘how to fulfill the gap between closely patients’ perceptions and expectations of service quality. Fourth, to determine the relative importance of quality dimensions in influencing patients’ overall quality perceptions. . Findings are important both for public and private hospital managers and for policy makers.

Key words: Health care, service quality, SERVQUAL, hospitals, patients satisfaction.

Hemant Kumar Shrotriya, Dr. George Thomas

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