AN ASSESSMENT OF PATIENT EXPECTATIONS AND PERCEPTIONS OF HEALTHCARE SERVICE QUALITY IN COIMBATORE

Abstract

The research article provides a detailed assessment of patient expectations and perceptions of healthcare service quality in multi-specialty hospitals within Coimbatore, with a specific focus on the core dimensions of service quality and their impact on patient satisfaction. The objectives of the study are. To analyze the patient expectations towards the service provided by the health care multi-specialty hospitals in Coimbatore. To assess the impact of service quality on patient satisfaction in multi-specialty hospitals in Coimbatore. The study is a descriptive research design, and it collects primary data from a sample of300 respondent using a structured questionnaire, the study applies the SERVQUAL framework and statistical tools like one-way ANOVA. The findings confirm that while key factors like the availability of modern medical equipment, consistency of care, and timely completion of medical tests are generally rated positively, significant gaps persist. Specifically, patient perceptions scored lower in crucial "soft" dimensions, including the trust instilled by hospital staff, patient comfort, convenience of operational hours, and minimal delays in administrative processes. The analysis also revealed a significant relationship between the type of health insurance (government vs. private/none) and service quality perceptions. For instance, respondents with private insurance reported a slightly higher mean perception of service quality, whereas those with government insurance reported lower means, indicating potential disparities. The research underscores that while technical competence is acknowledged, improving responsiveness, empathy, and administrative efficiency is critical. The study offers actionable recommendations for healthcare providers to strategically bridge the expectation-perception gap, thereby fostering a patient-centric culture, enhancing satisfaction, and achieving a sustainable competitive advantage in Coimbatore’s dynamic healthcare sector.