Analyzing Service Quality in the Private Health Care After Covid-19-A Study on Evercare Hospital Dhaka, Bangladesh
DOI:
https://doi.org/10.54536/ajebi.v5i2.7463Keywords:
COVID-19, Patient satisfaction, Private Hospital, Regression Analysis, Service quality, SERVQUALAbstract
While service quality remains a cornerstone of medical care, few studies have explored its dynamics in Bangladesh’s private healthcare sector following the disruptive COVID-19 pandemic. This study addresses this research gap by analyzing the impact of service quality on patient satisfaction at Evercare Hospital, Dhaka, using the SERVQUAL framework. Data were collected from a sample of 120 patients (50% in-patient, 50% out-patient) via a self-administered structured questionnaire. The study utilized multiple linear regression analysis to evaluate the relationships between the five SERVQUAL dimensions and overall satisfaction. The results indicate that the model explains 65.7% (R² = 0.657) of the variance in patient satisfaction. Specifically, reliability (β = 0.610), assurance (β = 0.267), and tangibility (β = 0.244) demonstrated significant positive effects on satisfaction (p < 0.05). Conversely, responsiveness (β = -0.140, p = 0.153) and empathy (β = 0.088, p = 0.232) were found to have no significant influence, likely due to staff shortages and safety tensions. Furthermore, an independent samples t-test revealed no significant difference in satisfaction levels between in-patients and out-patients. These findings provide critical directions for healthcare administrators to prioritize reliability and physical environment to enhance patient trust and satisfaction in a post-pandemic landscape.
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