Patients’ Satisfaction in Healthcare Services : A Comparative Analysis on Public and Private Hospitals in Bangladesh

This paper aims to compare the patients’ satisfaction in healthcare services provided by the public and private hospitals in Bangladesh. A sample of 280 patients was selected to collect the primary data through SERVQUAL model to compare the patients’ satisfaction in healthcare services. We have selected six (06) different hospitals comprising three public and three private hospitals. The questionnaire was based on SERVQUAL instrument consisting of 22 items representing five dimensions of service quality and considered as five different constructs which are Empathy (4 items), Tangibles (6 items), Assurance (6 items), Timeliness (3 items) and Responsiveness (3 items). In this study, service quality constructs has been developed based on patient perception about the service quality of the hospitals. Levene’s Test for Equality of Variance (an independent t-test) is performed to compare the service quality provided by the hospitals. Equal variances were assumed for each item. This Test provides mean difference, t-value, degrees of freedom (df) and their significance (p-value). The finding of the study shows that the public hospitals are performing better in providing quality services compared to private hospitals