Abstract

The purpose of this study is to identify patient satisfaction attributes that will impact patient ratings in hospitals. This study demonstrates how to identify and assess the most essential and weakest attributes to increase total customer satisfaction with treatment methods, staff behavior, and the general ambiance of the healthcare center. Using extensive literature reviews and expert opinions, four enablers, nine criteria, and thirty-four attributes were identified to be analyzed and addressed. The calculated overall satisfaction index was 7.04, within a range of 7-8, representing ‘highly satisfied’. This result implies that the case hospitals have placed sufficient emphasis on customer satisfaction attributes. The results also helped identify the strongest and weakest attributes through importance-performance analysis and provided suggestions for improvement on the weaker attributes. This research will assist healthcare managers in identifying areas of focus and factors of improvement that would considerably increase the efficacy and efficiency of the flow of processes in hospitals. Maintaining the quality of services at medical institutions around the world is a major concern in the healthcare business. Hence, this paper will cover all possible patient service expectations and aid healthcare organizations in effectively adopting quality control measures.