Title: Patient satisfaction on hospital care services: a study with specific reference to beneficiaries of community-based health insurance schemes in India

Authors: G.N. Sumathi; J. Elango; M. Thenmozhi

Addresses: VIT Business School, Vellore Institute of Technology, Chennai – 600127, India ' Department of Management Studies, Indian Institute of Technology Madras, Chennai – 600036, India ' Department of Management Studies, Indian Institute of Technology Madras, Chennai – 600036, India

Abstract: The paper examines the relationship between hospital service quality and patient satisfaction with specific reference to beneficiaries of the community-based health insurance (CBHI) schemes in Tamil Nadu, India. Patient satisfaction determines the enrolment in CBHI schemes in low-income and developing countries. This study has been conducted among CBHI beneficiaries who utilised the hospital's services as inpatients, adopting a cross-sectional survey method. The results of multiple regression analysis indicate that responsiveness and communication are the most critical attributes that positively impact patient satisfaction. Hospitals that ensure excellent responsiveness, communication, adequacy, hospital care, robust administrative procedures, and assurance concerning hospital care significantly increase patient satisfaction. The study results provide direction to the community healthcare providers to focus more on the specific service dimensions to improve the CBHI beneficiaries' satisfaction.

Keywords: patient satisfaction; service quality; community-based health insurance; CBHI; hospitals; Tamil Nadu; India; community-based health insurance schemes.

DOI: 10.1504/IJSOM.2023.136107

International Journal of Services and Operations Management, 2023 Vol.46 No.4, pp.560 - 583

Received: 26 Feb 2021
Accepted: 18 Jul 2021
Published online: 17 Jan 2024 *

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