Impact of Hospital Services on Patient Satisfaction: With Reference to a Government Hospital in Sri Lanka

Abstract

In order to execute continual improvements in hospitals, it is essential to measure the quality of healthcare. Due to the complexity of how services are delivered and how a hospital sets up its various units and work processes, it is a challenging undertaking. Measuring patient satisfaction can help identify areas of service delivery that need improvement. The purpose of this study is to examine the impact of hospital services on patients’ satisfaction. A total of 155 responses were collected through a self-administered questionnaire based on the convenience sampling approach. A government hospital in Sri Lanka was chosen to conduct the research. The questionnaire was designed to study the impact of patient’s perspective on hospital management, tangibles, working environment, technology and hospitality towards the patient’s satisfaction. A conceptual model was derived, and the results were analyzed using Multiple Regression Analysis. Findings revealed that there is a significant impact on aforesaid independent variables on patients’ satisfaction. Based on above findings, the academic and practical implications have been discussed.