📄 Abstract
The quality of services provided in hospitals varies from one hospital to another. There is a need to assess the quality of services provided in public and private hospitals. The purpose of the study is to analyze the patients? perceptions of hospital service quality. A factor analysis was performed to examine the factor structure of the patients? perception. Cronbach?s alpha test was also performed to test the reliability of a set of test items. Four factors were determined to assess the patients? perceptions of hospital service quality: Tangibility, Reliability, Responsiveness, and Empathy, based on the SERVQUAL model. T-test was conducted to examine the differences in the perception of hospital service quality in the private (Leishiphung) and public (District Hospitals). The findings indicated that there was a significant difference in the patients? perception of hospital service quality between private and public hospitals.
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📚 How to Cite:
Yumlembam Menaka Devi, Dr. A.S. Rapheileng, Dr. Kh. Tomba Singh , SERVICE QUALITY PERCEPTION: EMPIRICAL COMPARISON OF PUBLIC AND PRIVATE HOSPITALS , Volume 11 , Issue 7, july 2025, EPRA International Journal of Multidisciplinary Research (IJMR) , DOI: https://doi.org/10.36713/epra23073