Through the Lens of Care: How Healthcare Professionals’ Perceptions of Service Quality Influence Patient Satisfaction

The study investigates the relationship between healthcare service quality and patient satisfaction from the perspective of doctors and nursing staff. Through the use of a cross-sectional survey, the researcher investigates how differing perceptions of service quality among healthcare professional’s impact on patient satisfaction. The study aims to identify the critical factors that influence patient satisfaction, and investigate potential disparities in viewpoints between medical experts and nursing staff. Data was gathered using structured questionnaires aimed at healthcare professionals in a hospital setting. The association between service quality and patient satisfaction was assessed using multiple regression analysis. In addition, qualitative study has been incorporated with five healthcare experts to support the quantitative results. The findings are expected to guide healthcare organizations develop strategies to boost service quality and enhance patient satisfaction.