Evaluating the Impact of Healthcare Service Quality on Patient Satisfaction and Loyalty: A Study of Public and Private Hospitals in Telangana, India

This study investigates the connections between patient loyalty, patient satisfaction, and the quality of healthcare services provided in Telangana, India's public and private hospitals. Data was gathered from 600 respondents, equally distributed throughout seven hospitals, using the SERVQUAL instrument. A stratified random sample was used in the study to guarantee thorough insights from admitted patients. Important results show that patient happiness and loyalty are highly influenced by the perceived quality of healthcare services. Furthermore, particularly in areas like medical treatment, operational activities, and physical upkeep, patient satisfaction acts as a mediator in the relationship between service quality and loyalty. When comparing private hospitals to public hospitals, higher levels of satisfaction and loyalty were found. The study emphasizes how crucial it is for healthcare services to continuously improve their quality to improve patient outcomes and institutional reputation. Future studies should examine how demographic factors, and longitudinal effects affect patient views in various healthcare environments.