Comparative study on patient satisfaction on healthcare service delivery in selected private and government hospitals

Abstract

Health service delivery is considered a way of rendering care to patients by health care institutions either primary, secondary, or tertiary hospitals which sustains their day-to-day operations. This is also the arena where quality service is a factor that attracts a patient’s satisfaction. The study aims to assess and compare patient satisfaction in selected level 1 hospital institutions in Mabalacat and Angeles City, Philippines via SERVQUAL dimensions. Descriptive evaluative and descriptive-comparative design were employed. A total of 147 patients both in private and public hospitals participated via purposive sampling technique. An adopted questionnaire was utilized and the data were analyzed using SPSS version 23. Results showed that the majority of the patients are very satisfied in overall dimensions (x = 4.34, SD = .822). In terms of comparisons between hospitals, only the assurance ( 2 (2) = 3.96, p = .047) and tangible ( 2 (2) = 6.700, p = .010) revealed significance among other dimensions. It showed that the level 1 hospital both in public and private institutions, even they are considered lacking of resources than other higher-level hospitals, they’re still able to provide the necessary quality care to their patients which is evident in overall satisfaction results.