publication . Article . 2010

MEASURING INDIAN PATIENTS' SATISFACTION: A CASE OF PRIVATE HOSPITALS

Ali, S. Samar; Ahmed, Faizan;
Open Access
  • Published: 01 Jan 2010 Journal: Portuguese Journal of Management Studies, volume XV, issue 3, pages 303-329
  • Publisher: Instituto Superior de Economia e Gestão
Abstract
Exposure to global markets and competitors has placed increasing demands on all sectors of the Indian market. Introducing consumer choice was one of the key motivations underpinning the various healthcare utility privatization of the Indian Hospitals in 1980s, along with enhancing the quality of service provided to consumers. Customer satisfaction is becoming increasingly important for organizational survival, let alone prosperity. This paper aims to study the effect of service facilities provided to patients in private hospitals of India. Suitable satisfaction drivers are identified from the literature and talks with experts. A new customer satisfaction index i...
Subjects
free text keywords: private hospital, ACSI, patients, factor analysis,, PSI, hospital, private hospital, satisfaction, consumer, patients, factor analysis, ACSI, PSI, SPSS 16.0, AMOS., hospital, satisfaction, AMOS, consumer, SPSS 16.0
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publication . Article . 2010

MEASURING INDIAN PATIENTS' SATISFACTION: A CASE OF PRIVATE HOSPITALS

Ali, S. Samar; Ahmed, Faizan;