Title: Assessment of patient satisfaction in tertiary care public hospitals

Authors: Debarshi Mukherjee; Mahasweta Saha; Rajesh Chatterjee; Soumen Mukherjee

Addresses: Department of Business Management, Tripura University (A Central University), Agartala, India ' Department of Business Management, Tripura University (A Central University), Agartala, India ' Centre for Study of Social Exclusion and Inclusive Policies, Tripura University (A Central University), Agartala, India ' Department of Business Management, Tripura University (A Central University), Agartala, India

Abstract: The purpose of this study is to identify and examine the factors related to the combined effect of the services rendered at different departments like emergency services, admission and discharge process, physician quality, quality of food, diagnostic services, and hospital environment influencing the overall satisfaction level of the patients. This study covers the district government hospitals in the third smallest state of India, Tripura, with healthcare infrastructure dependent on government support for a 3.8 million population. Multiple linear regression model and automatic regression modelling are used to measure the impact of various service features and their importance. Results reveal that quality of food and hospital environment in the Western region and admission and discharge process, diagnostic services, hospital environment, and cleanliness are the major influencers of patient satisfaction in the Eastern region. The findings provide valuable insights for policymakers and hospital administrators to improvise the six qualities of services offered.

Keywords: healthcare; hospital; patient satisfaction; service; Tripura.

DOI: 10.1504/IJBIR.2023.128588

International Journal of Business Innovation and Research, 2023 Vol.30 No.2, pp.148 - 164

Received: 27 Jul 2020
Accepted: 16 Dec 2020
Published online: 27 Jan 2023 *

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