Hospital Quality Paper.... Trust in Care: Evaluating Behavioural Interest and Service Quality in Hospital Settings

This study explores the critical role of service quality dimensions-namely Behavioral Interest, Empathy, and Trustworthiness-in shaping patient satisfaction and influencing behavioral intentions in hospital settings.Conducted at Arogya Hospital, Ghaziabad, the research utilized a cross-sectional design involving 200 in-patients who provided feedback via a structured SERVQUAL questionnaire.The analysis revealed that Trustworthiness and Empathy are vital for fostering patient satisfaction and loyalty, with patients generally perceiving hospital staff as highly trustworthy.Although the comparison between Behavioral Interest and Empathy showed a near-significant trend (p = 0.0588), the difference was not statistically significant.The study highlights the importance of consistent service quality across all dimensions and underscores the need for hospitals to prioritize patient-centered care, employee engagement, and trust-building measures.These findings provide valuable insights for healthcare providers aiming to improve patient experiences, enhance satisfaction, and cultivate long-term loyalty.