IMPACT OF HEALTHCARE SERVICE QUALITY ON PATIENT TRUST AND SATISFACTION IN SELECTED PRIVATE HOSPITALS OF ERODE DISTRICT

This study establishes that healthcare service quality significantly influences patient trust and satisfaction in selected private hospitals in Erode District. Responsiveness and tangibility emerged as significant contributors to patient trust, while tangibility, reliability, and empathy significantly influenced patient satisfaction. Patient trust also demonstrated a significant positive relationship with patient satisfaction. The mediation analysis confirmed that patient trust partially mediates the relationship between overall healthcare service quality and patient satisfaction, with a significant indirect effect (B = 0.073, 95% bootstrap CI = 0.001–0.155). These findings indicate that different dimensions of healthcare service quality contribute differently to patient outcomes and that trust provides an important pathway through which service quality enhances patient satisfaction. The findings suggest that private hospitals should strengthen responsive service delivery, maintain appropriate physical facilities, ensure reliable care, and promote empathetic patient interactions. Integrating these service-quality dimensions with deliberate trust-building practices can enhance patients’ overall healthcare experience and satisfaction. Thus, continuous improvement in service quality, together with the development of patient trust, provides an important basis for strengthening patient-centred healthcare delivery.

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