Service Quality and Patient Satisfaction in Hospitals: A Study

Service quality has become a central concern in healthcare institutions as patient expectations continue to rise. Hospitals are not only evaluated based on clinical outcomes but also on the quality of service delivery, interpersonal interactions, infrastructure, and administrative efficiency. This study examines the relationship between service quality and patient satisfaction in hospitals using the SERVQUAL framework. Primary data were collected from patients through a structured questionnaire, and statistical tools such as percentage analysis, correlation, and ANOVA were employed. The results indicate that empathy, responsiveness, and reliability significantly influence patient satisfaction, while long waiting times and inadequate communication negatively affect perceptions. The study concludes that improving service quality dimensions can substantially enhance patient satisfaction and hospital performance.