A Comparative Study on Service Quality at Public and Private Hospitals with Reference to Jaipur City

A Comparative Study on Service Quality at Public and Private Hospitals with Reference to Jaipur City

Shama Firdaus, G. Sathish Kumar, Ms. Deepika Kumari, Ahmar Raza Malick

MBA (Healthcare & Hospital Management), NIMS University, Jaipur, Rajasthan

Assistant Professor, NIMS University, Jaipur, Rajasthan

1.      Shamafirdaus8789@gmail.com   2.  gdotsathish@gmail.com

3. deepika.kumari@nimsuniversity.org  4. ahmar4585@gmail.com

ABSTRACT

This study compares the quality of healthcare services provided by public and private hospitals in Jaipur, focusing on tangibility, trustability, empathy, assurance, and responsiveness. Data was collected via a questionnaire with 20 statements, completed by 50 respondents randomly selected from both types of hospitals. Results indicated significant differences, with private hospitals scoring higher across all assessed dimensions. Recognizing the pivotal role of distinguishing between hospital types, recommendations were made to enhance public hospital services and establish new facilities. The study underscores the importance of service quality in healthcare, highlighting its strategic significance in creating a competitive advantage. Quality healthcare services are deemed essential for organizational success, emphasizing the need for continuous improvement and patient satisfaction. Public hospitals, supported by government funding, offer treatment either free or at minimal charges, contrasting with higher costs in the private sector. Additionally, charitable institutions contribute to healthcare provision for the indigent population.

KEYWORDS: - Public Hospital, Private Hospital, Patient Satisfaction, Quality of Services.