Patients’ Satisfaction with the Medical Services in Bangladesh: A Case Study on the City Hospital Limited, Dhaka

Abstract

Abstract: Bangladesh is one of the most densely populated countries in the world. The desired and right medical services for people are very important for any healthy nation. Many private hospitals as well as public hospitals are operating in Bangladesh to provide medical services for the people of Bangladesh. We know the survival and success of a private hospital depend on its patients’ satisfaction. The present study attempts to measure patients’ satisfaction with the medical services provided by a leading private hospital in Bangladesh. To measure the satisfaction of patients, SERVQUAL model has been applied in this study. The research involved SERVQUAL instrument to the service quality dimensions and asking 50 respondents as sample of patients to complete the questionnaire. Patient's responses on the basis of service quality dimensions have been obtained. The study depicts that most of the patients are merely satisfied or neutral with the medical services of the hospital in general and patients are more satisfied with tangibility than any other dimensions of service quality. The study has enabled to identify the areas where improvements are needed from the patients’ point of view. We know SERVQUAL model can be applied to measure the gaps between perception and expectation of the services provided, but this study is not including the gap measurement and the study is confined to a leading private hospital situated in Dhaka city only.