• Hrudananda Pradhan
• Dr. Sitaram Das
• Dr Satyabrata Mishra
• Dr. Saroj Kumar Dash

This paper aims to evaluate the quality of services offered in public and private hospitals in Delhi and the National Capital Region (NCR), determine the aspects of service quality that have a significant impact on patient satisfaction, and test the dimensionality of the SERVQUAL instrument in the Indian healthcare industry, particularly in the Delhi and NCR Region. Data were gathered from 797 carefully chosen adults over 25 in 10 different hospitals—five public and five private—and from various locations throughout Delhi and the National Capital Region, including New Delhi, Faridabad, Noida, Ghaziabad, and Gurugram. Eight factors were identified by factor analysis: communication, responsiveness, satisfaction with services and the internal environment, accessibility, trustworthiness, accuracy, dependability, and responsiveness. This result does not support the original SERVQUAL's five-factor model. According to gap analysis, private hospitals outperform public hospitals in all three aspects of service quality. Lastly, regression results showed that although all eight dimensions have some bearing on patient satisfaction, the tangibles dimension appears to have no discernible effect on satisfaction in public hospitals. Policymakers and hospital managers, both public and private, should take note of the findings.

Service Quality, Healthcare, Hospitals, Regression, SERVQUAL

"Service Quality Perceptions and Patient Satisfaction: A Comparative Study of Public and Private Hospitals in Delhi and National Capital Region of India.", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.12, Issue 1, page no.g416-g436, January-2025, Available :http://www.jetir.org/papers/JETIR2501644.pdf

"Service Quality Perceptions and Patient Satisfaction: A Comparative Study of Public and Private Hospitals in Delhi and National Capital Region of India.", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.12, Issue 1, page no. ppg416-g436, January-2025, Available at : http://www.jetir.org/papers/JETIR2501644.pdf