Impact of HEALTHQUAL on patient loyalty among private insured patients in select hospitals Chennai

Abstract

The global healthcare sector is one of the largest and fastest growing industries in the world which is estimated to be worth dollar 11 point 9 trillion and accounts for over 10 percent of the GDP of most developed countries In India the cost of healthcare has increased by 15 percent making it highly competitive Quality healthcare is defined as consistently delighting the patients by providing healthcare services at affordable prices HEALTHQUAL affects patient satisfaction which in turn influences positive patient behavior which includes loyalty This research focuses on healthcare service quality among private insured patients in select hospitals Chennai The sample size was 384 and simple random sampling method was adopted A well structured questionnaire was given among insured patients in select hospitals and the same was validated and statistically tested The data was analyzed with the statistical tools such as percentage analysis Mean Standard deviation Chisquare test Analysis of Variance Posthoc Duncan Test Correlation coefficient Multiple Regression and Structural Equation model was used to identify the model fit The findings of the study revealed that the determinants of patient loyalty includes perception of safety efficiency improvement of care service and assurance With high medical inflation changing lifestyle patterns unknown contingencies and unknown health outcomes the existing policyholders should increase their coverage of the policy IRDAI should initiate the standardization of health insurance product features quick addressing of complaints problems and rigid procedures for auditing of health insurance companies newline