IDEAS home Printed from https://ideas.repec.org/a/pjm/journl/vxvy2010i3p303-329.html

Measuring Indian Patients' Satisfaction: A Case Of Private Hospitals

Author

Listed:
  • S. Samar Ali

    (Asia-Pacific Institute of Management- New Delhi- India.)

  • Faizan Ahmed

    (Business Standard, New Delhi- India.)

Abstract

Exposure to global markets and competitors has placed increasing demands on all sectors of the Indian market. Introducing consumer choice was one of the key motivations underpinning the various healthcare utility privatization of the Indian Hospitals in 1980s, along with enhancing the quality of service provided to consumers. Customer satisfaction is becoming increasingly important for organizational survival, let alone prosperity. This paper aims to study the effect of service facilities provided to patients in private hospitals of India. Suitable satisfaction drivers are identified from the literature and talks with experts. A new customer satisfaction index is discussed. This index is based on American Customer Satisfaction Index (ACSI). The concept is developed specially for the private hospitals operating in New Delhi and NCR market of India. A survey was carried out and 180 responses were collected. Application of factor analysis for satisfaction drivers shows that these variables are well represented by four dimensions, viz. information, process, service and expectation. From the point of view of the user, an advantage of the new customer satisfaction index, which can be named the Patients Satisfaction Index (PSI), is that the values of the coefficients of the satisfaction drivers give clear hints on potential improvements for researchers and practitioners. Classification- JEL:

Suggested Citation

  • S. Samar Ali & Faizan Ahmed, 2010. "Measuring Indian Patients' Satisfaction: A Case Of Private Hospitals," Portuguese Journal of Management Studies, ISEG, Universidade de Lisboa, vol. 0(3), pages 303-329.
    • Handle: RePEc:pjm:journl:v:xv:y:2010:i:3:p:303-329
    as

    Download full text from publisher

    File URL: https://ejms.iseg.ulisboa.pt/files/2010-Measuring_indian_patients_satisfaction-a_case_of_private_hospitals.pdf
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Sadia Samar Ali & Faizan Ahmad, 2010. "Flexible approach to satisfaction index: an Indian case study of health drink sector," International Journal of Indian Culture and Business Management, Inderscience Enterprises Ltd, vol. 3(3), pages 260-284.
    2. De Costa, Ayesha & Diwan, Vinod, 2007. "`Where is the public health sector?': Public and private sector healthcare provision in Madhya Pradesh, India," Health Policy, Elsevier, vol. 84(2-3), pages 269-276, December.
    3. Alan D. Smith, 2009. "Customer relationship management: a look at incentive programmes and their usefulness in selected service firms," International Journal of Business Innovation and Research, Inderscience Enterprises Ltd, vol. 3(1), pages 1-16.
    4. Westbrook, Robert A & Oliver, Richard L, 1991. "The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 18(1), pages 84-91, June.
    5. Mosad Zineldin, 2000. "Total relationship management (TRM) and total quality management (TQM)," Managerial Auditing Journal, Emerald Group Publishing Limited, vol. 15(1/2), pages 20-28, February.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Maria Pollai & Erik Hoelzl & Flavia Possas, 2010. "Consumption-related emotions over time: Fit between prediction and experience," Marketing Letters, Springer, vol. 21(4), pages 397-411, December.
    2. Heesup Han & Myong Jae Lee & Wansoo Kim, 2018. "Antecedents of Green Loyalty in the Cruise Industry: Sustainable Development and Environmental Management," Business Strategy and the Environment, Wiley Blackwell, vol. 27(3), pages 323-335, March.
    3. Yao Lu & Junqi Wang & Chunxiu Zhang & Qin Xiao & Ailian Wang, 2025. "Impact of anthropomorphism on consumer emotions and satisfaction in product failure: behavioral and event-related potentials evidence," Humanities and Social Sciences Communications, Palgrave Macmillan, vol. 12(1), pages 1-12, December.
    4. Raza, W.A. & Panda, P. & Van de Poel, E. & Dror, D.M. & Bedi, A.S., 2013. "Healthcare Seeking Behavior among Self-help Group Households in Rural Bihar and Uttar Pradesh, India," ISS Working Papers - General Series 50172, International Institute of Social Studies of Erasmus University Rotterdam (ISS), The Hague.
    5. Baxendale, Shane & Macdonald, Emma K. & Wilson, Hugh N., 2015. "The Impact of Different Touchpoints on Brand Consideration," Journal of Retailing, Elsevier, vol. 91(2), pages 235-253.
    6. Yunwei Li & Qiuping Ji & Vivian Valdmanis & Jingqi Li & Guanrou Deng & Rui Guo & Yu Hao & Yu Hao, 2026. "Fear from Eating Outside? Assessing The Impact of Covid-19 Pandemic on Consumer’s Willingness to Utilize Catering Services in China," Bulletin of Monetary Economics and Banking, Bank Indonesia, vol. 29(1), pages 147-176, February.
    7. Brady, Michael K. & Robertson, Christopher J. & Cronin, J. Joseph, 2001. "Managing behavioral intentions in diverse cultural environments: an investigation of service quality, service value, and satisfaction for American and Ecuadorian fast-food customers," Journal of International Management, Elsevier, vol. 7(2), pages 129-149.
    8. Wei Hong & Changyuan Zheng & Linhai Wu & Xujin Pu, 2019. "Analyzing the Relationship between Consumer Satisfaction and Fresh E-Commerce Logistics Service Using Text Mining Techniques," Sustainability, MDPI, vol. 11(13), pages 1-16, June.
    9. Imran Khan & Mobin Fatma, 2022. "Using Netnography to Understand Customer Experience towards Hotel Brands," Sustainability, MDPI, vol. 15(1), pages 1-11, December.
    10. Kalamas, Maria & Laroche, Michel & Makdessian, Lucy, 2008. "Reaching the boiling point: Consumers' negative affective reactions to firm-attributed service failures," Journal of Business Research, Elsevier, vol. 61(8), pages 813-824, August.
    11. Leischnig, Alexander & Schwertfeger, Marko & Geigenmüller, Anja, 2011. "Shopping events, shopping enjoyment, and consumers’ attitudes toward retail brands—An empirical examination," Journal of Retailing and Consumer Services, Elsevier, vol. 18(3), pages 218-223.
    12. Han, Heesup & Meng, Bo & Kim, Wansoo, 2017. "Bike-traveling as a growing phenomenon: Role of attributes, value, satisfaction, desire, and gender in developing loyalty," Tourism Management, Elsevier, vol. 59(C), pages 91-103.
    13. Derbaix, Christian & Vanhamme, Joelle, 2003. "Inducing word-of-mouth by eliciting surprise - a pilot investigation," Journal of Economic Psychology, Elsevier, vol. 24(1), pages 99-116, February.
    14. Ostovan, Nima & Khalili Nasr, Arash, 2022. "The manifestation of luxury value dimensions in brand engagement in self-concept," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
    15. Sabbir Hassan Chowdhury & Sanjoy Kumar Roy & Murshedul Arafin & Sifat Siddiquee, 2019. "Green HR Practices and Its Impact on Employee Work Satisfaction – A Case Study on IBBL, Bangladesh," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 3(3), pages 129-138, March.
    16. Weijia Li & Ziyang Liu, 2022. "A Comparative Study of the Impact of Negative Word of Mouth on Travel Intentions of Chinese and Korean Consumers in Tourism Destinations," Sustainability, MDPI, vol. 14(4), pages 1-14, February.
    17. Lionel Nicod & Sylvie Llosa, 2018. "How should customers be trained in their role as coproducers? The influence of training and its characteristics on the benefits of coproduction," Post-Print hal-03513344, HAL.
    18. Maarten Terpstra & Ton Kuijlen & Klaas Sijtsma, 2014. "How to develop a customer satisfaction scale with optimal construct validity," Quality & Quantity: International Journal of Methodology, Springer, vol. 48(5), pages 2719-2737, September.
    19. Kanupriya Katyal & Vinay Kanetkar & Sanjay Patro, 2019. "What is a fair fare? Exploring the differences between perceived price fairness and perceived price unfairness," Journal of Revenue and Pricing Management, Palgrave Macmillan, vol. 18(2), pages 133-146, April.
    20. Lopes Luisa & Mangini Eduardo & Esteves Salete, 2024. "The Role of Value Co-Creation, Delight and Satisfaction on Tourism Loyalty: An Empirical Study in Hospitality," European Journal of Tourism, Hospitality and Recreation, Sciendo, vol. 14(2), pages 214-230.

    More about this item

    Keywords

    ;
    ;
    ;
    ;
    ;
    ;
    ;
    ;
    ;
    ;

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:pjm:journl:v:xv:y:2010:i:3:p:303-329. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Luís Mota de Castro, Tiago Cardão-Pito, Mark Crathorne (email available below). General contact details of provider: https://edirc.repec.org/data/isutlpt.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.