V2I2P3

Analyzing Patient Satisfaction and Service Quality in Punjab’s State-Owned Healthcare Sector

Manpreet Kaur^1*

Abstract

This study examines service quality and patient satisfaction in state-owned hospitals in Punjab, India, utilizing the SERVQUAL model to analyze the gap between patient expectations and perceptions. The research employed descriptive research design with a sample of 400 patients from selected districts across Punjab’s Majha, Malwa, and Doaba regions. Data was collected through structured questionnaires based on five SERVQUAL dimensions: tangibility, reliability, responsiveness, assurance, and empathy. The findings reveal significant gaps between expected and perceived service quality. While hospitals demonstrated moderate to high levels of responsiveness (3.93) and assurance (3.78), they showed deficiencies in empathy (2.28) and tangibility (2.57). The study found that low fee structure was the primary factor attracting patients to state-owned hospitals, followed by qualified medical staff and emergency services. The research highlights that while state-owned hospitals provide accessible healthcare to economically disadvantaged populations, there are substantial opportunities for improvement in infrastructure, accessibility, and patient record management. This study contributes to the understanding of healthcare service quality in public sector hospitals and provides insights for policy makers to enhance healthcare delivery systems.

Keywords: Service quality, Patient satisfaction,  SERVQUAL model,  State-owned hospitals,  Public sector healthcare