Service Quality and Customer Satisfaction at the United Hospital Ltd.

Abstract

Satisfying customers has always been a challenge for any fields whether it is banking, hospitality, sales and marketing, or even healthcare. Only thing that matters to a customer is that the quality. Service quality is the customers’ expectations of a service considering the image of that organization. When customer’s experience of a service matches with his expectations, he becomes satisfied and loyal to that particular service provider. So, it is very important for organizations to evaluate customers’ perceptions towards quality. So, for a renowned and leading hospital like United Hospital Ltd. in the country, evaluating customers’ perception is also important. This hospital has achieved people’s faith and respect over the years through its successful operations. For measuring customer satisfaction, this study used service quality dimensions to study each variable for a better knowledge. Data were collected for evaluation by using survey questionnaire and fifteen completed questionnaire were collected from the executives of United Hospital Ltd. I chose only those respondents who are eligible for the study and who are the permanent staffs of this hospital. From their responses, I have come to a conclusion that the customers are satisfied with hospital service. So far from the overall data analysis and findings, authority of the hospital should hire more expert consultancies so that patients do not have to wait for much longer which will increase the hospital’s reliability more.