STUDY ON CUSTOMER SATISFACTION IN PRIVATE OR GOVERNMENT HOSPITALS A KEY TO SUCCESS

Abstract

There is a significant difference between private and government hospitals though both provide various facilities to ensure customer satisfaction. The purpose of this research is to examine the impact of customer satisfaction with a view on the success of private or government hospitals. Patient satisfaction is the key to the success of any hospital. Every hospital wants to satisfy its patients. For this purpose, the hospital states some strategies and ensures implementation of these strategies. Hospitals require to understand the patients’ needs, necessities, wants, patients’ right to live healthily, and want for quality services for which they’re willing to give money or its equivalent in return. There are an unbroken link and direct relationship with various facilities and quality services provided by hospitals and patients’ satisfaction. If customers are satisfied with the services offered, they are expected to return to the hospital, which indirectly facilitates the increase in the hospital’s income. For this purpose, hospitals should recognize the critical factors of patient satisfaction and dissatisfaction.