Impact of Perceived Service Quality on Patient Satisfaction and Loyalty in Private Health Care Centres with special reference to Chennai City: A Structural Equation Modeling Approach

The goal of this study is to examine the impact of service quality on patient satisfaction and patient loyalty in the private health care industry in Chennai, Tamil Nadu, using the structural equation modeling approach. The service quality scale was developed based on the SERVQUAL instrument developed by Parasuraman and his colleagues; and was modified according to the healthcare industry. A survey instrument was developed to measure the influence of service quality on patient satisfaction and their loyalty in Chennai city. The stratified random sampling technique was used to select the samples from the selected private healthcare centres. Structured questionnaire was used to collect the primary data. The survey questionnaire was distributed among the patients who have undergone the treatment in the selected healthcare centres and who come for health review at regular intervals. The sample size of the survey is 562. Data were examined using IBM SPSS 23.0 and IBM AMOS 23.0. The results indicated in the proposed model are fitted and the dimensions of perceived service quality have a strong impact on patient satisfaction and loyalty.