Author(s): Shakti Prasad Nanda, Prabhuram Tripathy,
In public healthcare facilities, the quality of healthcare services has become a crucial factor in determining patient satisfaction. With a focus on the districts of Cuttack, Khordha, and Jajpur, this study investigates the impact of service quality aspects on patient satisfaction in Odisha's public healthcare system. The SERVQUAL framework, which identifies tangibility, dependability, responsiveness, assurance, and empathy as the primary aspects of service quality, is used in this study. A standardized questionnaire was used to gather primary data from patients undergoing treatment in public healthcare facilities. The results show that all aspects of service quality have a substantial impact on patient satisfaction, with the best predictors being responsiveness and empathy. The study offers managerial and theoretical recommendations for enhancing patient-centered care procedures and healthcare service delivery in public hospitals. By offering concrete data from Odisha's public healthcare system, the study adds to the body of knowledge already available on healthcare service quality.