Service Quality in Small and Medium Indian Private Hospitals: Examining Maternity Patients’ Perception using SERVPERF Model

Abstract

Background: This study used the SERVPERF measurement approach to analyze the perception of service quality in maternity centers in the small and medium-sized private hospitals in India.

Methods: A cross-sectional study was performed on 463 new mothers’ perception of the service quality of maternity centers in three states of India using convenience sampling.

Results: The results of the study confirm a positive relationship between reliability and service quality; indeed, reliability plays a significant role in determining the outcome of maternity service quality.

Conclusion:The results of this study provide a platform for private healthcare strategies and policies to enhance and improve service quality in hospitals.