Impact of Process Improvement on Customer Satisfaction Case of Healthcare Sector

Authors : Dr. Shilpa Narayanswamy; Dr. Priyanka Lal

Volume/Issue : Volume 7 - 2022, Issue 6 - June

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The interest for the patients' needs, the quality of the services offered and the satisfaction level from healthcare is increasing during the last decade. The measurement and the evaluation of patient satisfaction is a milestone for the improvement of the services provided, given that these results can provide a useful variety of information and data. Indian Healthcare industry has become one of the biggest industries in India, both in regards of overall revenue and number of employments. Healthcare Industry consists various medical clinics/hospitals, medical equipment/devices, medical trials, outsourcing in the industry, medical tourism, telemedicine, health care coverage-insurance. The healthcare industry inn India is developing at a rapid pace because of the increasing services, benefits provided and expenditure by various players- private as well as public players, involved in this industry. In the context of modern medicine, increasing emphasis is given to the patients’ opinion on matters associated with the quality of services as well as the satisfaction level that derives from them. Both the quality and the satisfaction level measurement concerning the offered health care services are powerful evaluation tools. In a healthcare sector, patient satisfaction is an important measure of healthcare quality as it offers information on the provider’s success at meeting patient’s expectations and is a key determinant of patient’s perspective behavioral intention. This paper aims to assess the degree of patient satisfaction with reference to some variables

Keywords : Customer satisfaction; Patient Satisfaction; Healthcare; Hospital;Services; Process improvement.


Paper Submission Last Date
31 - March - 2024

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In 1-2 Days

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