Evaluation of service quality and its effect on patient satisfaction and Behavioral Intentions a study of public and private Hospitals in Dakshina Kannada district

Abstract

The present study was conducted in newlineDakshina Kannada District of Karnataka with an aim to compare the perceived newlineservice quality between public and private sector hospitals as well as assess the newlinerelationship among service quality, patient satisfaction and behavioral intentions. The scale was based on Parasuraman et.al (1985) original ten dimension model and behavioral intention scale was based on study by Boshoff and Gray (2004) which was adapted from Zeithmal et.al, 1996. The questionnaire included 65 items pertaining to perception of service quality, 2 items regarding overall satisfaction and 5 items for measuring behavioral intentions on a 5 point Likert scale. Multi- stage newlinesampling technique was used. Schedule method was used to collect data from the newlinepatients of a sample size of 625. A number of hypotheses were proposed to predict newlinethe relationship among various constructs. Statistical techniques including descriptive and inferential statistics were used for analysis. Confirmatory factor analysis was used to assess the validity of the constructs under study. Finally, Structural equation modelling (SEM) was used to test the model. newline