A comparative analysis on service quality in hospital sector in Raipur, Chhattisgarh

Abstract

Quality of the services in hospitals is one of the most discussed topics in recent times. As it results in patient satisfaction, profitability, good market value, and better treatment of the patients. This research paper discusses the quality of services delivered by two major public hospitals in the Raipur city of Chhattisgarh – AIIMS & Medical College Hospital. In this research study,three major variables have been studied – Perception, Service Delivery & Patient Satisfaction. Most of the quality factors have been taken to study the quality of services. The study has been conducted on admitted patients of both the hospitals and the OPD patients who visited the facility by 2nd or 3rd time and those attendants who accompany the patients. The data is the primary data and it has been collected before the COVID pandemic from the period July 2019 to October 2019.