Relationship between Service Quality Dimensions and its Impact on Patients’ Satisfaction: A Case Study of Jawaharlal Nehru Medical College

The purpose of this paper is to identify the relationship between service quality dimensions and their impact on patients’ satisfaction and that improves the organizational image of Jawaharlal Nehru Medical College (JNMC).

Data was collected from 2, 900 patients visiting JNMC through self administered questionnaire on five point Likert scale and convenient sampling approach. A descriptive and inferential statistical technique was adopted while structural equation model also used to examine the relevance of proposed model.

The results showed that empathy is the most paramount determinant of patients’ satisfaction, followed by reliability, responsiveness, security, tangibles and assurance. They almost share the same relationships in terms of strengthen of patients’ satisfaction. However, patients’ satisfaction laid down the greatest impact on the organizational image of JNMC. While, responsiveness emphasized greatly on organizational image of JNMC and the least on patients’ satisfaction among all the six dimensions of service quality.

It will greatly help both JNMC officials and health care industry experts in developing appropriate strategies to increase the propensity of patients’ satisfaction for an effective cum desired services for a better health policy.

The study is pioneering in the sense that the construct patients'satisfaction had relatively been less explored in the Indian context of JNMC and it is acting like a source that provides regular stuff for effective medical service to the patients.