Patient Perceptions of Healthcare Service Quality in Private Hospitals in Vellore District: An Empirical approach

Abstract

Healthcare service quality has become a crucial determinant of patient satisfaction and hospital competitiveness. This study examines patients’ perceptions of healthcare service quality in selected private hospitals in Vellore District using the five dimensions of the SERVQUAL model: tangibility, reliability, responsiveness, assurance, and empathy. A quantitative cross-sectional research design was adopted, and data were collected from 190 patients through a structured questionnaire. The collected data were analysed using measurement model validation and Structural Equation Modelling to assess the relationship between service quality dimensions and overall patient satisfaction. The findings reveal that reliability, empathy, responsiveness, and assurance have a significant positive influence on patient satisfaction, with assurance emerging as the strongest predictor. However, tangibility does not demonstrate a significant impact on patient satisfaction. The study highlights that patients place greater importance on dependable services, trust, safety, prompt assistance, and personalized care rather than physical facilities alone. The findings provide valuable implications for private hospital administrators to improve patient-centred service delivery, enhance satisfaction, and strengthen long-term competitiveness.