THE EFFECT OF SERVICE QUALITY AND PATIENT SATISFACTION: A CASE STUDY ON BLACK LION SPECIALIZED HOSPITAL

Abstract

This study aims to assess the relationship between service quality and patient satisfaction in Black Lion Specialized Hospital. The main purpose of the study was to access the effect of service quality and patient satisfaction implement in Black Lion Specialized Hospital. Service quality dimension include (Tangibility, Reliability, Responsiveness, Assurance and Empathy). Descriptive and Explanatory research design was used to examine the relationship between patient satisfaction and SERVQUAL implementation of the case hospital. Both quantitative and qualitative research approaches were used in the study. Non-Probability (convenience sampling) technique was employed, and 384 out patient’s respondents was involved in this research. The entire Population (Census) was used for the study. Primary data and secondary data were used as a source. Questionnaires were distributed to 384 patients of the hospital and interview was conducted with four chronic patients of the hospital to gain the basic view and make the data more comprehensive. The collected data were summarized and analyzed using descriptive and inferential statistics using SPSS version 20. The result is then presented in the form of tables and figures followed by discussion for further interpretation on the findings. The major research findings were all the independent variables of service quality dimension were found to have a positive and significant correlation with the dependent variable which is patient satisfaction. The ANOVA test result showed that, the model fit significantly. The multiple linear regression analysis revealed that, all the independent variables SERVQUAL (Tangibility, Reliability, Responsiveness, Assurance and Empathy) have statistically meaningful relationship to predict customer satisfaction. Reliability and empathy accounts the largest share to explain the variation of patient satisfaction. The study recommends that the hospital should enhance their service quality to become more efficient in their patient satisfaction.