PATIENT EXPECTATIONS AND SERVICE QUALITY PERCEPTIONS IN HEALTHCARE: A STUDY OF HOSPITALS IN BANGLADESH

Abstract

Patient satisfaction and service quality are essential indicators of the effectiveness and efficiency of healthcare systems. This qualitative study aimed to explore patient expectations and service quality perceptions in hospitals in Bangladesh. A phenomenological research design was employed, and semi-structured interviews were conducted with 50 patients who had received services from hospitals in Bangladesh. Thematic analysis of the interview data resulted in the identification of several key themes related to patient expectations and service quality perceptions, including communication, competence, accessibility, empathy, and responsiveness. The findings highlight the importance of effective communication, competence, accessibility, empathy, and responsiveness in healthcare service delivery in Bangladesh. The study’s implications for healthcare practice and policy are discussed, as well as limitations and suggestions for future research. Overall, this study provides valuable insights into patient perspectives and can inform efforts to improve service quality and patient satisfaction in healthcare settings in Bangladesh.