Impact Of Service Quality On Customer Satisfaction With Reference To NABH Accredited Hospitals

Abstract

Maintenance of service quality especially in hospital is more crucial for both service provider and the customers. NABH Accreditation in healthcare industry setup the standards of service quality that ensure the fulfillment of customers’ expectation. The principal motive of the present research study was to understand the degree of impact of service quality on customer satisfaction with reference to NABH accredited hospitals. The present research initiative was considered for collecting data from both original sources and the relevant domain of secondary sources. The collected data were analyzed after the systematic classification, codification and graphical presentation. With the consideration of the common characteristics and nature of data, the Multiple Regression Analysis was implied for understanding the relationship between dependent variables and independent variables. The principal outcome of the research study is presented as the most appropriate service quality that has great impact on customer satisfaction in the healthcare industry. Maintenance of standard service quality fulfill the customer expectation that leads to the high degree of satisfaction and build long run relationship in the corporate world. The research outcomes are well connected to the future research initiatives in the area of services quality, customer relationship management, corporate goodwill, continuous improvement of healthcare services as per customers’ expectation and ensuring better services for the society.