Copyright © 2025 Authors retain the copyright of this article. This article is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.

@article{173362,
        author = {Divya Namdev and Dr. Prakash Mishra},
        title = {Service Excellence in Healthcare: A Study on Behavioral Intentions of Patients in Tier 2 and Tier 3 cities in Madhya Pradesh},
        journal = {International Journal of Innovative Research in Technology},
        year = {2025},
        volume = {11},
        number = {10},
        pages = {631-634},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=173362},
        abstract = {This study explores the role of service excellence in healthcare and its influence on the behavioral intentions of patients in Tier 2 and Tier 3 cities in Madhya Pradesh. The research focuses on understanding how various dimensions of service quality, including responsiveness, empathy, reliability, and assurance, affect patient satisfaction and their subsequent behaviors, such as loyalty, word-of-mouth recommendations, and adherence to medical advice. Data was collected through structured questionnaires distributed to patients in hospitals and clinics across several cities, including Indore, Gwalior, and Ujjain. Using statistical analysis methods, the study identifies key service factors that significantly impact patient perceptions and behaviors. The findings suggest that service excellence is a critical determinant of positive behavioral intentions, highlighting the importance for healthcare providers to continuously improve service delivery standards. This research contributes to the growing body of knowledge on healthcare service quality in developing regions and offers practical recommendations for healthcare administrators to enhance patient experiences in Tier 2 and Tier 3 cities.},
        keywords = {Patient Perceptions, Service Excellence, Policymakers and Healthcare.},
        month = {March},
        }