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@article{184330,
        author = {Dr. P. Niranjana Devi and J. Janisha Maragatha},
        title = {Evolution and Perception on Service Satisfaction Towards Private Hospitals in India},
        journal = {International Journal of Innovative Research in Technology},
        year = {2025},
        volume = {12},
        number = {4},
        pages = {913-920},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=184330},
        abstract = {This article describes the India's private sector hospitals, and its performance covering the people expectation under the quality services parameter. The aim of the paper is private hospital role in patient services, patient perceptions of service quality play a crucial role in enhancing satisfaction, loyalty, and system efficiency. This study evaluates these perceptions using an adapted SERVQUAL framework, focusing on dimensions such as tangibles, reliability, responsiveness, assurance, and empathy. The research highlights the significance of interpersonal factors in the Indian context, where high out-of-pocket expenses and cultural expectations amplify the importance of emotional care and patient trust. The study reveals mixed perceptions, with patients generally satisfied with infrastructure but identifying gaps in responsiveness and empathy. Satisfaction rates are around 70-80% in urban facilities, with health insurance contributions boosting utilization and reducing out-of-pocket burdens. The findings have global parallels, emphasizing the role of empathy and trust in loyalty. To bridge the gaps, the study recommends staff training, policy transparency, and digital integration, ultimately fostering sustainable improvements in service quality and patient outcomes in India's hybrid healthcare landscape. By prioritizing patient-centric care and addressing the identified gaps, Indian private healthcare providers can enhance patient satisfaction and loyalty, driving long-term growth and success.},
        keywords = {SERVQUAL Model, Health Care, Private Hospital, Health Care Quality Service},
        month = {September},
        }