Service Quality Components and Inpatients Satisfaction at District Hospitals in Haryana: An Empirical Analysis

Success of any health facility can be directly correlated with the perceived satisfaction of outpatients and inpatients availing treatment at these facilities. Therefore, patient satisfaction is a commonly used measure to assess the quality of services at various health facilities. The present article attempts to analyse the impact of service quality on inpatient satisfaction across all the district hospitals (DHs) of Haryana. Among other things, the article extracted eight factors, namely treatment services (TSs), food services (FSs), laboratory services (LSs), wards services (WSs), admission services (ASs), infrastructural services (ISs), medicine services (MSs) and nursing services (NSs) through exploratory factor analysis. Further, TSs were found to be the most important to predict the satisfaction of inpatients of DHs of Haryana followed by FSs, LSs, ISs, WSs, NSs, ASs and MSs. The article suggests the areas that require interventions to bring about overall course-correction and improve the overall quality of health services in the State and also contributes towards the existing literature on understanding service quality dynamics and measuring patients’ satisfaction for health care.