Doctor–Patient Communication and Patient Perceptions of Service Quality in Hospitals from Faridabad and Gurgaon

Service quality and effective doctor–patient communication are critical determinants of patient satisfaction and healthcare outcomes. This study examines how demographic and institutional factors influence patients’ perceptions of hospital service quality and communication practices in Faridabad and Gurgaon. Using primary data collected from 507 patients across public and private hospitals, the study employs cross-tabulation and Chi-Square analysis to assess associations between service quality perception, marital status, family dependents, region, gender, age, and hospital type. The findings reveal statistically significant associations between marital status and service quality perception, notable age-based and institutional differences in doctor–patient communication, and consistently higher satisfaction levels in private hospitals. Younger and unmarried patients exhibit greater quality orientation, while older patients and public hospital users report relatively lower communication satisfaction. The study highlights the need for differentiated service strategies, improved communication training, and patient-centered care models to enhance healthcare service delivery across diverse patient segments.