Determinants of Patient Satisfaction in Healthcare Industry in Delhi using PLS-SEM

Abstract

The healthcare industry in India has advanced significantly in recent years. As a result of corporatisation, hospitals’ classes and quality have significantly changed in modern times. The intangible nature of healthcare services imposes a great challenge to healthcare service providers to measure the quality of service hence satisfaction of patients. The present study highlights the role of corporatisation in the assessment of patient satisfaction (PS). The aim of this article is to evaluate how doctors’ services, nurse services, administrative services, pathological services (PHS) and pricing affect the level of PS in corporate hospitals of Delhi. An exploratory research technique was used. A sample of 342 patients was analysed using a questionnaire. Using partial least squares to a structural equation model, a cross-sectional study was applied. The results revealed that doctor services, nurse services, administrative services and PHS have positive impact on PS and pricing of hospitals negatively influences satisfaction of patients. It indicates that corporatisation of healthcare services has mainly leaded to improvement of satisfaction level. At the same time, research will direct healthcare providers in the right direction towards the rectification and reconsideration of pricing policies making them more pocket-friendly.