Customer Perception on Hospital Services in Gwalior (A Comparative Study)

Customer Perception on Hospital Services in Gwalior (A Comparative Study)

*Ashok Kumar Ram, **Dr. Rajendra K. Khatik,

*Research Scholar School of studies in Commerce and Business Studies

**Professor & Dean, School of Commerce & Business Studies, Jiwaji University, Gwalior

Abstract

The hospital is being defined as an institution whose primary function is the provision of a variety of diagnostic and therapeutic services to patients, both in the hospital and in the outpatient clinics. A business which has a high service quality will meet customer needs whilst remaining economically competitive. Economic competitiveness is increased by improved service quality. The main objective of the study is to find out the awareness level of people for hospital services and to find out the impact of customer perception on customer satisfaction. The study being undertaken is exploratory and Descriptive in nature and sample size of study is 300. Patients, who will received treatment from government and private hospitals in Gwalior and have been admitted for a minimum of 3 days, were selected as respondents. Regression was applied to check the hypotheses and result shows that customer perception factors are having significant impact on customer satisfaction.

Keywords: Hospital, Service Quality, Customer Perception, Satisfaction, Patient