To measure the impact of service quality on patient satisfaction in Government Allopathic Hospital Jamnagar, Gujarat

This study focuses on the relationship between service quality and customer satisfaction of those who come to receive treatment in selected public hospital in Jamnagar, Gujarat. The objectives of this study were (1) To examine the impact of service quality perception on patient satisfaction and (2) determine which dimension from 5 dimensions (tangible, reliability, responsive, assurance, and empathy) has the greatest impact on patient satisfaction. To test the hypothesis, multiple regression analysis was carried out. Analysis of variance here, revealed that the overall result showed a statistically significant impact of health service quality on patient satisfaction (p=0.000). The beta-weights (beta) suggested that the empathy dimension had the greatest influence on patient satisfaction (ß=0.476), followed by tangible (ß=0.198) and responsiveness dimensions (ß=0.164)