An Empirical Study of Factors Affecting Patient Satisfaction in an out Patient Department of Health Care Centers Across Delhi and NCR

Abstract

Objective: This empirical research study is performed with the objective to validate the relation newlinebetween the Perceived service quality, Service quality and Patient satisfaction by developing an newlineintegrated model to check the impact of the perceived service quality over service quality and newlineintention to use at outpatient department (OPD) of the Health care center at Delhi and NCR. . newlineBased on review of literature hypothesis was developed. To fulfill the objective of the study a multiitem newlinevalidated scale has been used. The data was collected from a well-drafted questionnaire newlinedeveloped considering the tested scales. A pilot study was conducted on 50 patients from outpatient newlinedepartment to check the reliability for collection of data. Data collected from 600 respondents newlineconstitute 73 % Males and 26% Female. Age demographics: 48% age group gt 30 year, 29.7 % newline30 - 45 yr , 11.2 % 45-60 yr and11.2% gt 60 age. Research Methodology: All the three models were newlinefound within the threshold limits on running CFA. The model was found to be fit since the Chisquare newlinewas significant and the fit indices of the model were found to be within their threshold newlinevalues. On running SEM it is found that all the hypotheses were accepted at 95% confidence level newline(Value of Plt0.05). Conclusions: It has been concluded that there is significant impact of newlineperceived service quality on the service quality of OPD , Also the parameter of service quality newlinesuch as physical facilities , physician services and technology based service has great impact on newlinepatient satisfaction and act significantly as the parameter for measuring the quality of services in newlineOPD ( Outpatient Department ) . newline