Abstract :
Patient satisfaction has emerged as a pivotal indicator of healthcare quality, particularly in private hospital settings where service excellence directly impacts patient retention and institutional reputation. Among various components of healthcare delivery, nursing care holds a central role due to nurses’ continuous, direct interaction with patients throughout their treatment journey. This study explores the key factors influencing patient satisfaction with nursing care quality in selected private hospitals, with a specific focus on interpersonal, clinical, and environmental dimensions. “The research is grounded in the SERVQUAL model, emphasizing five core service dimensions: reliability, responsiveness, assurance, empathy, and tangibles. A structured questionnaire was administered to a sample of 100 patients discharged from private hospitals, selected through stratified random sampling. The instrument captured demographic data and patient perceptions on aspects such as communication, emotional support, technical competence, timeliness, and hospital cleanliness. Data were analyzed using SPSS software, employing descriptive statistics, Pearson correlation, and multiple regression analysis to assess the strength and significance of relationships between variables. The findings indicate that nurse-patient communication, empathy, and responsiveness significantly contribute to higher satisfaction levels, while even clinically competent care may fall short of generating satisfaction in the absence of emotional support and personalized attention. Regression analysis revealed that communication and empathy were the strongest predictors, explaining a significant proportion of variance in satisfaction scores (R² = 0.68). Interestingly, demographic variables such as age and education moderately influenced expectations and perceptions of care.
Keyword :
Patient satisfaction, Nursing care quality, Private hospitals, Communication in healthcare, Empathy in nursing, SERVQUAL model, Healthcare quality