Assessing citizen perception of health service quality of general hospitals in Bangladesh

The delivery of high-quality health services in public hospitals plays a pivotal role in safeguarding the health and welfare of citizens. The perspective that citizens hold towards these institutions serves as a significant gauge of their efficiency and adaptability to the diverse needs of the community. This study aims to assess citizens’ perceptions of the quality of health services in general hospitals in Bangladesh, with a focus on the Pabna municipality. A quantitative research approach was employed, utilizing survey data from 180 structured questionnaires. The study used a hybrid method combining Analytical Hierarchy Process (AHP) and SERVQUAL for survey assessment. Findings reveal significant gaps between citizen expectations and perceived health service quality across all SERVQUAL dimensions. Key issues include deficiencies in tangibility, particularly in modern medical equipment availability and hospital cleanliness, reliability in consistent advanced medical support, and responsiveness in emergency medical treatment and addressing patient feedback. The study emphasizes the urgent need for improving healthcare service quality by aligning services with community expectations and enhancing patient-provider relationships. Targeted interventions focusing on reliability, responsiveness, and tangibility are crucial for organizational improvement, ensuring better healthcare outcomes and patient satisfaction.