Impact of Service Quality Factors on Patient Satisfaction: An Empirical Study of Health Care Service in Nawabshah Pakistan

Abstract

Health care sector is an important sector of economy. Countries who have a strong research and development have influential impact and reputation on other countries. Because patients who belong to any region only believe in those products and services that provide good healthcare. The healthcare system aims to meet the needs of its population in a distinct social and cultural manner. Its primary goal is to provide unbiased care. Patient or customer satisfaction is shaped by an individual's perceptions, which encompass both expectations and experiences. This study comprises of factors which are affecting patient satisfaction such as service quality, access mechanism, physician behavior, skill and patient satisfaction. This study demines that how strongly these variables influence on patient satisfaction. For this purpose, the data were collected from Nawabshah and the sample data was collected from various university’s students, employees, and doctors. Total questionnaires were 244 and it was founded that positive correlation among patient satisfaction, service quality, and access mechanism, physician behavior and skills with patient satisfaction and significant. So the findings of the study show that if servicer quality, access mechanism, physician behavior and skills in health care sector are improving then the patients tent toward are satisfied and their experience toward healthcare institutes would be increased, so this study shows that these factors or variables such as access mechanism, physician behavior and skills, service quality are the factors that influence the patient satisfaction level.