Author(s): Altaf Yousuf Mir, Rashmi Vaishya, Sadhna Bagchi and Vivek Choudhary
The quality of the services has become a benchmark for the hospital-like industry, where everyone expects a good service to be provided by the hospitals. The quality of services is becoming one of the important parameters as far as the healthcare industry is concerned. The patients and their attendants are comparing and evaluating the industry. The quality of services is becoming the differentiating factor among the corporate and private hospital sectors. With the advancement in technology and quality accreditation, the competition of providing quality and affordable healthcare has been the target or goal of an organization. Quality of the services has always been a matter of discussion when we talk about the services being offered at public and private hospitals. Over the past decade or so, the quality of services of the public domain has improved with more advancement of technology, quality accreditations, sops, and policy for patient care. This paper discusses the model which shows a direct relationship between perception and customer satisfaction and the mediating relationship between perception and customer satisfaction through mediating variable service delivery. The model has been proved statistically and the CFA results show the model is within acceptable limits.