Evaluation of service quality and patient satisfaction in eastern Nepalese hospitals

Service quality and customer satisfaction have become vital indicators of the success ofbusiness in today’s competitive market. Emphasis on service quality in the health care industryhas increased lately due to a growing concern for health and well-being. As such, it is importantfor health care sectors to provide quality services to meet the expectations and needs ofcustomers. Therefore, measuring service quality is important to identify customer satisfactionand experiences of service.The aim of this research is to evaluate service quality and patient satisfaction in Nepalesehospitals. The health care industry is one of the fastest growing industries in the service sector.Services that are delivered in hospitals are similar in nature, but their quality varies fromhospital to hospital. In Nepal, the hospital industry continues to expand, and promises are maderegularly to provide better services. This study focussed on the east of the country where thereare more than 150 hospitals. In particular, Koshi zonal hospital and Birat Nursing home wereexamined using various service models. The literature review chapter introduces a number ofmodels, including SERVQUAL, which are used to measure service quality. The literature alsofocuses on the relationship between service quality and customer satisfaction, and it examinescustomer repurchase intentions.Qualitative research methods were used to conduct the research. The fieldwork for this researchwas conducted in two hospitals in Nepal, where interviews were performed using a semistructured,in-depth approach to gain a profound knowledge of the research topic. Meetingswere conducted with fewer than 35 participants who had experienced service in these hospitals.The study identifies a gap between service expectations and the needs of the patients. Finally,the study results in the generation of the conceptual model titled “ECET”. This model measurescustomer perceptions of service quality and the relationship between service quality andcustomer satisfaction. Lastly, the study produces a few recommendations which hospitals couldfollow in future to provide quality services to patients and to improve customer satisfaction.The model provides identifies opportunities for future research.