Factors Influencing Customers Satisfaction in Health Care Services in Bangladesh

Abstract

Access to basic health care is a fundamental right that is denied to large portions of the population in underdeveloped countries. All other economic sectors will be negatively impacted if there is not a suitable and sufficient framework in place for providing health care service. However, Dhaka's private hospitals are now providing healthcare to people from every sphere of life due to the city's rapid population increase and growing awareness of health care issues. Therefore, this study aims to determine the impact of service quality dimensions on patients' satisfaction in response to the extent on health care service quality factors which are implemented among private hospital’s patients in Dhaka city. SERVEQUAL framework is employed to examine the direct impacts that are underpinned by the associated determinants. A total of 226 questionnaires were distributed physically among visiting patients in five frequently visited private hospitals in Dhaka. Statistical Package for Social Science (SPSS) version 28.0 has employed to conduct through Exploratory Factor Analysis (EFA) including hypothesis testing. The findings of the study reveal that tangibility, reliability, responsiveness, assurance and empathy have positive significant impact on patients’ satisfaction as the all the positive t-value indicates that the relationship between all the factors is resulted positive by affirming that the higher the tangibility, reliability, responsiveness, assurance and empathy with the higher the patients’ satisfaction. Therefore, the optimistic results of the all-research questions delineate that superior service quality bolsters patient’s satisfaction in private healthcare service. Outcomes from this study will help local population and other stakeholders alike, such as private clinic, diagnostic center, hospital owners, doctors and patients in further. In addition, healthcare service students and academicians can benefit from this study in the context of private hospitals healthcare service in Dhaka, Bangladesh.