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Patient Satisfaction towards The Service Marketing Mix: A Comparative Study of Public and Private Hospitals Operating in Udaipur Division

International Journal on Customer Relations

Volume 3 Issue 2

Published: 2015
Author(s) Name: Dharmesh Motwani, Devendra Shrimali, Khushbu Agarwal | Author(s) Affiliation: Assistant Professor, Pacific Business School, Udaipur, Rajasthan, India
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Abstract

The Indian healthcare industry which was valued at US$ 79 billion in 2012 is expected to reach US $160 billion by 2017. It shows that the Indian healthcare industry has the potential to become a global hub for healthcare services. This scenario has given rise to Hospital service marketing which is a specialized field that deals with connecting patients, physicians, and hospitals in mutual relationships. The study is aimed to compare the patient satisfaction levels towards the service marketing mix offered by public and private hospitals operating in Udaipur division. To serve the purpose descriptive research design is used and a structured questionnaire based on Likert scale is applied to 142 public and 337 private hospital patients. These patients were chosen by stratified purposive sampling method from Udaipur division. The analysis highlighted the significant difference between the patient satisfactions towards the various parameters of service marketing mix.

Keywords: Service Marketing Mix, Customer Satisfaction, Hospital

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