Effect of perceived hospital experience on patient overall satisfaction, word of mouth communication and loyalty in  private & corporate multispecialty hospitals in Madhya Pradesh

Author(s)	Chanderprakash Shukla, Dr Deepak Agarwal
Country	India
Abstract	Since customers are important stakeholders in firms, management prioritizes making sure they are satisfied. Nowadays, the quality of service has a big impact on customer satisfaction. In the context of service quality metrics in the healthcare sector, this study attempts to measure customer happiness and service quality. Descriptive statistics, correlation analysis, and regression analysis have been used to evaluate the relationship between service quality dimensions and customer satisfaction indicators. 50 sample consumers who are currently utilizing the study's hospital outpatient services. For the development of service quality and client satisfaction in the health care business, each of the service quality aspects namely, tangibles, dependability, responsiveness, assurance, and empathy is crucial. Customer happiness is greatly impacted by service quality.
Keywords	Service quality, customer satisfaction, perceptions of quality, hospitals, and health care
Field	Business Administration
Published In	Volume 7, Issue 1, January-February 2025
Published On	2025-02-28
DOI	https://doi.org/10.36948/ijfmr.2025.v07i01.38074
Short DOI	https://doi.org/g86w32

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International Journal For Multidisciplinary Research