Informatics Publishing Limited

Dharmesh Motwani ¹

Affiliations
1 Pacific Business School, Udaipur, Rajasthan, IN

Abstract

The present study is intended to identify factors imposing dissatisfaction among patients of public & private hospitals in Udaipur division. To serve the purpose descriptive research design is used and a structured questionnaire is applied to 479 patients who are chosen by stratified purposive sampling method through 30 hospitals. The analysis' results concluded that unaffordable prices and lack of proficient human resource are major barriers for private hospital patients while lack of quick response system is major hurdle for public hospitals in satisfying patients.

Keywords

Patient Dissatisfaction, Public Hospital, Private Hospital.

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Dharmesh Motwani ¹, Devendra Shrimali ¹, Khushbu Agarwal ¹

Affiliations
1 Pacific Business School, Udaipur, Rajasthan, IN

Abstract

The Indian healthcare industry which was valued at US$ 79 billion in 2012 is expected to reach US $160 billion by 2017.It shows that the Indian healthcare industry has the potential to become a global hub for healthcare services. This scenario has given rise to Hospital service marketing which is a specialised field that deals with connecting patients, physicians, and hospitals in mutual relationships. The study is aimed to compare the patient satisfaction levels towards the service marketing mix offered by public and private hospitals operating in Udaipur division. To serve the purpose descriptive research design is used and a structured questionnaire based on Likert scale is applied to 142 public and 337 private hospital patients. These patients were chosen by stratified purposive sampling method from Udaipur division. The analysis highlighted the significant difference between the patient satisfactions towards the various parameters of service marketing mix.

Keywords

Service Marketing Mix, Customer Satisfaction, Hospital.

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