[17] EVALUATING SERVICE QUALITY IN INDIAN GOVERNMENT HOSPITALS: A STUDY OF PATIENT SATISFACTION AND HEALTHCARE EXPERIENCE
How to Cite the Article: Shakti Prasad Nanda & Prabhuram Tripathy (2026). Evaluating Service Quality in Indian Government Hospitals: A Study of Patient Satisfaction and Healthcare Experience. International Journal of Multidisciplinary Research & Reviews, 5(5),196-203. https://doi.org/10.56815/ijmrr.v5i5.2026.196-203
Abstract
The assessment of patients’ satisfaction levels, and the knowledge of whatfactors influence satisfaction are very important for healthcare sector. This study investigates how perceived quality of services affects patient satisfaction and what dimension is the most significant among: tangibility, reliability, responsiveness, assurance and empathy. A cross sectional research design was used, and data were collected from 150 eligible patients in three districts of Odisha: Khurda, Jajpur and Cuttack, from December 2025 to March 2026, with the help of an adapted Assessment of Service Quality questionnaire. Multiple regression analysis and ANOVA were used to test the study hypothesis. Findings showed that there was a statistically significant effect of health service quality on patient satisfaction. Empathy,
tangibility and responsiveness had the greatest impact of the five dimensions. The results indicate that interpersonal care and emotional
understanding play a more critical role than physical aspects of service delivery in shaping patient satisfaction. The study concludes that enhancing. empathy in healthcare services should be a priority for government hospitals, particularly through training doctors in interpersonal and communication skills to strengthen the doctor–patient relationship and improve overall healthcare outcomes.
