North America Private Hospitals’ Service Quality Dimensions and patients’ satisfaction

Abstract

In today's world, most industries use service quality in a variety of fields. The five service quality characteristics are tangible, assurance, reliability, responsiveness, and empathy, and they are being implemented across all industries. The primary goal of this study is to look into the quality of service provided by hospitals in North America and how that affects patients’ satisfaction. Furthermore, to determine which service quality factor has a greater impact than the others. The association between each service quality factor and visitor satisfaction was measured using a quantitative research method by the researcher. Patients in North America's hospitals were given a questionnaire that had been developed and circulated. In North America, 111 questionnaires were completed and received from hospitals patients. The findings revealed that the highest value was assigned to responsiveness as a service dimension, while the lowest value was assigned to assurance as a service dimension.