A Study of Satisfaction Level of Customers in Government and Private Hospitals

Abstract

The prime objective of any servicing organisation like hospitals is the creation of felling of satisfaction among its customers. In hospitals patients are enumerated as the customers. The concept of patients’ satisfaction is converted into patients’ delight in the present healthcare industry which means patient should not only be cured during his stay in hospital but also should be delighted with the quality of services provided to him by the hospital and its staff members. It is an old saying that customers are the real evaluator of any organisation. Evaluation of any organisation may be judged through the perception of its customers. Here perception means the level of satisfaction of customers after availing the services of organisation. In case of hospitals patients’ perception determines the success level of a particular healthcare unit as it is generally based on personal experience, word of mouth publicity or authentic information received by a close person.