The Customer Satisfaction for the Medical Healthcare Facilities: A Case Study of Quality healthcare facilities in Rajasthan
Dr Meeta Nihalani
Department of Management Studies
Jai Narain Vyas University Rajasthan
Life is a precious gift of God. It has to be handled with care and faith. The medical and healthcare facilities are essential for any society to give the quality of life to people. The citizens of any country and state can be happy it the healthcare facilities are well developed and advanced. The proper facilities of medicines and hospitals, trained nurses and doctor impact the service fabric of the healthcare facilities of the state. The medical and healthcare facilities need the investment and the promotion from the government to manage the huge population who is poor and cannot afford these facilities. The basic aim of the paper is to build the strategic framework for enhancing the quality of healthcare facilities in the state to enhance the patient and customer satisfaction.
Key words – medical, heal care facilities, customer satisfaction, quality services
The medical healthcare facilities are essential for any society because the healthy citizens can generate better work hours and give the contribution to the society by giving the quality productive hours to the organization. The quality of life is the basic human right where every individual in society deserves to grow in a healthy way. The government needs to create the hospitals and better medical support and insurance services to look after the health of the people. The advanced services are the reflection of the research and advancement of knowledge to develop the medical science to diagnose and make the patients healthy and happy. The quality of service needs to generate assurance and reliability in the minds of the consumers. The factors impacting the quality of healthcare services in any society relate to the presence of:
- Trained doctors.
- Advanced hospital
- Physicians, specialists surgeons and dentists
- Patient care centres
- Medical and diagnostic laboratories
- Home healthcare services
- ambulatory healthcare services
- General medical and surgical hospitals
- Nursing care and assisted living facilities
- Residential mental retardation/health centres
- Community care facilities for the elderly
The hospitals and healthcare facilities relate to the refection of human care and development. The duty of the doctors is essential to look after the society and give the best options to build the relationship of trust and faith between the hospitals and the patients.
Figure -1 developing the healthcare management
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According Marszalek Gaucher and Coffey 1990 –The consumer is defined as anyone who receives the procudts and services and makes the value judgment about it. The internal consumers can be negotiated and can be influenced
According to Desatnick (1987) – The service is the new standard by which customers are measuring an organization’s performance.
According Davidow and Uttal (1990) – The satisfaction or the lack of satisfaction is due to difference between how customers are expected to be treated and how they perceive of being treated.
According to Sanders (1995) - The business has to serve customers and act on their belief and if this is done the customers will respond.
Table for the glance of the literature review
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Objective of the study
The basic objective of the paper is to study
- The factors impacting the healthcare.
- To determine the impact of healthcare facilities on the customers perceptions and satisfaction
- To frame the suggested strategy for building the better healthcare standards for the patients
Null Hypothesis -H01: There is no significant difference about healthcare facilities and customer satisfaction amongst customers classified by gender
Alternative Hypothesis -H01: There is a significant difference about healthcare facilities and customer perceptions amongst customers classified by gender.
Null Hypothesis- H02: There is no significant difference about healthcare facilities and customer perceptions amongst customers classified by age
Alternative Hypothesis -H02: There is a significant difference about healthcare facilities and customer perceptions amongst customers classified by age
Null Hypothesis - H103: There is no significant difference about healthcare facilities and customer perceptions amongst customer’s classified education
Alternative Hypothesis- H03: There is a significant difference about healthcare facilities and customer perceptions amongst customers classified by education