1Assistant Professor, Mittal School of Business, LPU
2Assistant Professor, Mittal School of Business, LPU
3Assistant Professor, College of Administration and Finance, Saudi Electronic University, Dammam, Kingdom of Saudi Arabia(KSA)
*Corresponding Author: Dr Mohd Farhan, Assistant Professor, Mittal School of Business, LPU Email Id: farhan.18777@lpu.co.in
Online published on 13 November, 2019.
Through this paper framework is created for association between efficiency and customer satisfaction in tertiary hospitals of punjab. Effeciency is calculated using data envelopment analysis and satisfaction is measured using structured questionnaire for inpatients of 8 tertiary hospitals of Punjab (3 from each region of Majha, Malwa and 2 from Doaba). Data envelopment analysis (DEA) is nonparametric method of measuring operational efficiency of decision making units. DEA is having strong link to production theory in economics. DEA uses technique of linear programming for calculating relative efficiencies of decision making units working individually with respect to specified inputs and outputs. This paper analyze the relation between hospital efficiency and customer satisfaction for highly efficient and less efficient hospitals in comparative perspective. The findings of paper indicates hospital efficiency observes some changes the way relationship is between patient satisfaction and institutional factor like specialized doctors and specialized equipment's.
Data envelopment analysis, Operational Efficiency, customer satisfaction
