Analyzing The Factors of Perception About the Service Quality in Selected Public and Private Hospitals of The Raipur City

Abstract

When we talk about the service quality of any public and private hospital we mean to say the quality of the services provided by the hospitals.  The quality of any hospital is directly proportional to the quality of the services provided. If the quality of the services provided in hospitals is good, the customers are happy and satisfied and if the quality of the services provided by the hospitals is unsatisfactory, the customers are unhappy. This results in retarded growth of an organization, less profitability, bad marketing, and poor treatment and care. This paper will discuss the analysis of the perception parameter on service quality (SQ) of selected public and private hospitals of Raipur city. The dimensions of the perception will be studied here, the reliability of the dimensions, followed by the exploratory factor analysis and then confirming or retaining the final factors by confirmatory factor analysis.  The data used in the analysis is the primary data and it was collected from the three stakeholders i.e, in-patients, OPD patients ( Follow-up patients), and the attendants of the patients.