Asian Journal of Nursing Education and Research

  • Year: 2016
  • Volume: 6
  • Issue: 3

A closer look at the patients ’satisfaction with the services offered at government hospitals

1Assistant Professor, School of Management Studies, Chinmaya Institute of Technology, Govindagiri, Chala, Thottada, Kannur-670007, Kerala

2Assistant Professor (Sr. Grade), Dept. of Technology Management, School of Mechanical Engineering, VIT University, Vellore-632014, Tamilnadu

*Corresponding Author Email: rehinkr@gmail.com; rehin576@gmail.com

Online published on 18 October, 2016.

Abstract

The most important factor determining the loyalty of a customer with a product or service is their satisfaction with the service quality. Ensuring satisfaction of customers with healthcare services is even more important. The present paper takes a look at the satisfaction level of patients with the service quality at government hospitals. Statistical analysis of data collected from patients across Kerala showed that knowledge, sincerity and behavior of doctors, nurses and support staff, facilities and administrative effectiveness at the hospital as well as communication and team spirit of doctors ’were the major factors determining pateients ’satisfaction with service quality.

Keywords

Administrative effectiveness, Proficiency, Satisfaction, Sincerity, Team spirit