Jyoti Jai, Harvinder Soni


Nowadays, patient satisfaction is the key factor to evaluate the performance of every hospital. For every successful health care organization, Patient satisfaction is an important factor to assess and improvise their performance level. This study seeks to identify the overall service quality factors with respect to their age and gender respectively that influence the level of patient satisfaction. A survey was conducted among 100 patients of the public hospital. We used convenient sampling method to obtain the information from the patients towards various quality dimensions. Older patients was found to be more satisfied to the younger one with respect to the age factor and male patients tend to be more satisfied than the female with respect to the gender factor.


patient satisfaction, public hospital, service quality factors

Full Text:



Sunil Panwar (2012) VSRD International Journal of Business & Management Research Vol. 2 (3).

Bland, C., Weber Main, A. Lund, S, & Finstad (2004)The Research Productive Department , stratied from department that excel . Bolton, MA,: Anker Publishing Company, Inc.

Bartle, S.A., Dansby, M.R.D . Landis and R.M. McIntyre (2002) “The Effect of Equal Opportunity Fairness Attitudes on Job Satisfaction, Organizational Commitment, and Perceived Work Group Efficacy” Military Psychology Vol.14

Cammann, C., Fichman, M.,D. Jenkians and J.Klesh (1979) “Psychology of Employee Lateness, Absence, and Turnover : A Methodological Critique and an Empirical Study “ Journal of Applied Psychology Vol.68,

Rick Bizzard- D.B.A. (health and health care editor), June 17, 2003 – Engagement Unlocks Patient Satisfaction Potential.

Monica A. Nolan (2009)-Improving patient satisfaction in Hospitals with Employee Engagement.

John Commins , for healthcare Media (April 14, 2011)- How Sparkling Employee Engagement can elevate Patient Satisfaction.

Brent J. Morris, MD; Alex A. Jahangir, MD; and Manish K. Sethi,

MD (June 2013)-Patient Satisfaction: An Emerging Health Policy Issue.

Mikael Rahmqvist (International Journal for Quality in Health care 2001; Volume 13, number 5)-Patient satisfaction in relation to age, health status and other background factors: a model for comparison for care units.

Rick Bizzard- D.B.A. (health and health care editor), June 17, 2003 - Engagement Unlocks Patient Satisfaction Potential.

Dr S.K. Jawahar, March 19, 2007 - A study on outpatient satisfaction at a super specialty hospital in India.

R.C. Goyal, (July, 2008) – Hospital Administration and Human Resource Management.

Monica A. Nolan (2009) - Improving patient satisfaction in Hospitals with Employee Engagement, Stephen.

Mark Graban (Nov. 7, 2011) - Lean Hospitals, Improving Quality, Patient safety and Employee Engagement.

Brent J. Morris, MD; Alex A. Jahangir, MD; and Manish K. Sethi, MD (June 2013) - Patient Satisfaction: An Emerging Health Policy Issue.

Ranjeeta Kumari, M Z Idris, Vidya Bhushan, Anish Khanna, Monika Agarwal, SK Singh: Department of Community Medicine, King George Medical University, Lucknow, Uttar Pradesh, India - A study on patient satisfaction in the Government Allopathic health facilities of Lucknow District, India.

T Sreenivas and Nethi Suresh Babu - A Study on Three Urban Hospitals in Guntur District, Andhra Pradesh.

Talluru Sreenivas & G. Prasad Vol. 15, No. 2 (2003-07 - 2003 12) - Patient Satisfaction - A Comparative Study.

Suresh K. Sharma, Pawan K. Kamra Nursing and Midwifery Research Journal, Vol-9, No.3, July 2013- Patient Satisfaction with Nursing Care in Public and Private Hospitals.

Arul Edison Anthony Raj, S. Karpagam, Dr. V.S. Rajakrishnan - Assessment of service quality dimensions in healthcare industry

“A Comparative study on patient's satisfaction with Mayiladuthurai Taluk Government vs. Private Hospitals.


Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.