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@article{165722,
        author = {MONISHA MONDAL},
        title = {Net Promoter Score Analysis of a City based Hospital Chennai Assessing Patient Satisfaction and Loyalty},
        journal = {International Journal of Innovative Research in Technology},
        year = {2024},
        volume = {11},
        number = {1},
        pages = {1826-1831},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=165722},
        abstract = {The study investigates the Net Promoter Score (NPS) of City based Hospital to gauge patient satisfaction and loyalty. Utilizing primary data collected through surveys administered to outpatients, this research identifies promoters and detractors, monitors patient satisfaction, and benchmarks Apollo Hospital's performance against competitors. The findings reveal a high NPS, indicating strong patient loyalty. The analysis highlights areas of excellence in service and identifies opportunities for improvement, particularly in reducing wait times, enhancing communication, and improving ancillary services like food and cleanliness. Recommendations for addressing these issues are provided to foster a patient-centric healthcare environment.},
        keywords = {Net Promoter Score (NPS), Patient Satisfaction, Customer Loyalty, Healthcare Quality, Patient Experience, Healthcare Services.},
        month = {June},
        }