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ISSN 2278-2540 | DOI: 10.51583/IJLTEMAS | Volume XV, Issue II, February 2026
A Study on Level of Patient Satisfaction Towards Multi- Speciality
Hospital Services
R. Abinaya
1
, Dr. S. Bhuvaneswari
2
1
Research Scholar in Commerce Sri G.V.G Visalakshi College for Women, Udumalpet.
2
Associate Professor in Commerce Sri G.V.G Visalakshi College for Women, Udumalpet.
DOI:
https://doi.org/10.51583/IJLTEMAS.2026.15020000147
Received: 14 March 2026; Accepted: 19 March 2026; Published: 27 March 2026
ABSTRACT
Patient satisfaction is an important measure of the quality of care provided by health care organisations. It is not
only important for gaining insights into the perception of the patient’s on the delivery of the health care service,
but also a key outcome of care. The present study was undertaken to identify the factors in which the patients
are satisfied by the services offered by the multi- speciality hospitals in Coimbatore city. The objective of the
study states to examine the level of patient satisfaction towards hospital services. primary data was collected
from 120 respondents using a well-structured questionnaire through google form. The data collected through
questionnaire were analysed. The research methodology employed in this study includes percentage analysis,
Garrett ranking and Chi- square test. It was found that the majority of the respondents choose Kovai medical
center and hospital to undergo the treatment towards multi- speciality hospitals. Most of the respondent’s nature
of treatment is towards medical. It was suggested that the hospital management should increase the physician
referral centers, complaint handling and service recovery systems should be strengthened to enhance
effectiveness of multi- speciality hospital services. It was concluded as the competition is increasing, the
hospitals are making their best efforts to provide quality healthcare services to its customers.
Keywords: Patient satisfaction, Hospital services, Patient care.
INTRODUCTION
A hospital is the most complex and dynamic institutions of our society. The main objective of a hospital is to
provide health services to all people, with satisfaction and at affordable costs. Hospitals serve an important
function in Indias healthcare system. They provide in-patient and out-patient services and also support the
training of health workers and research. The role of hospitals and hospital administration has been broadened in
the modern era. People expect that all kinds of diseases can be eased out or controlled by the multi- speciality
hospitals. Thus, multi- speciality hospitals have become a place of high expectations and everyone looks to it for
help in times of distress. Hospital Administration is an activity to secure better output through optimum
utilization of inputs. The nature of staff relationship directly influences the staff-patient relationships. It is for
this reason that there is different working atmosphere in different multi- speciality hospitals. The patients and
the hospital environment are interested only in the ultimate quality of effective health care, which is an important
factor in the inputs of a good health care delivery system. In this way all the efforts are directed to achieve a
good health care output thereby, providing good quality health care, which will go a long way in creating
excellent patient-hospital relationship. For the nursing care, personal care assistance, physiotherapy treatment,
or regular health checkups, multi- speciality hospitals are the one place for receiving treatments.
Objectives of the Study
1. To assess the level of patients’ satisfaction towards multi- speciality hospitals.
2. To identify the reasons for selecting the particular hospital.
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REVIEW OF LITERATURE
Dusyanth & Vini Infanta, (2025) entitled on “A Study on Service Quality Dimensions on Patient Satisfaction
in Private Hospitals with Special Reference to Coimbatore City”. The objectives of the study states that to
determine the patient's satisfaction on service quality in health care and to identify the significant problem of
service quality factors in health care. The study applied quantitative approach and the primary data was collected
by using a well-structured questionnaire through google form. The Secondary data was collected from articles
and websites. 82 respondents were collected from private hospitals in Coimbatore. The researcher adopted
Statistical tools such as Chi-square Analysis and ANOVA Analysis was applied in the study. Investing in service
quality improvements will not only enhance patient satisfaction but also contribute to better healthcare outcomes.
Ayu Miarsih, (2025) studied on the topic “Patient Satisfaction Analysis Based on Hospital Service Quality. The
objective of the study was to analyze the level of outpatient satisfaction at Sultan Imanuddin General Hospital,
Pangkalan Bun. The study used a quantitative approach, with a cross-sectional design by using a Likert scale.
132 respondents were collected from Pangkalan. Univariate Analysis, Bivariate Analysis and Multivariate
analysis were used in this study. The study found that there is a significant relationship between reliability
and patient satisfaction, there is a significant relationship between assurance and patient satisfaction, there is a
significant relationship between empathy and patient satisfaction, there is a significant relationship between
responsiveness and patient satisfaction, but there is no significant relationship between physical evidence and
patient satisfaction at RSUD Sultan Imanuddin Pangkalan Bun.
Adriel Fauzana, (2025) entitled on “Evaluating the Influence of Service Quality Dimensions on Patient
Satisfaction in Healthcare: A Case Study of Syarif Hidayatullah Hospital”. The objective of the study aims to
evaluate the influence of service quality dimensions on patient satisfaction in healthcare, focusing specifically
on Syarif Hidayatullah Hospital. The research design applied in this research is a mixed-method design, which
integrates both quantitative and qualitative methodologies to comprehensively investigate the dimensions of
service quality and the impact on patient satisfaction at Syarif Hidayatullah Hospital. Primary and secondary
data had been collected. Statistical tools such as descriptive tables and percentage Analysis were applied in the
study. The findings show that the Tangibles, Assurance, and Empathy received satisfactory scores. The researcher
found that the service responsiveness aspect significantly impacts patient satisfaction.
Shilpa Katira, (2024) studied an article on the topic “Patient Satisfaction with the Service Quality Dimensions
in Multi-Speciality Private Hospitals in Indore City MP, India”. The objective of the study investigates the
relationship between service quality factors and patient satisfaction in the competitive private healthcare sector,
focusing on private hospitals in Indore City. This study offers insights into how service quality dimensions-
reliability, responsiveness, and empathy-impact patient perceptions and satisfaction. The SERVQUAL was used
for this descriptive study, and a survey of 300 patients and their attendants who have taken treatment from private
hospitals was selected. Three private hospitals in Indore were chosen. The study was carried out using a
judgmental nonprobability sampling method. Statistical tools such as percentage analysis and descriptive tables
were applied for the study. The findings of the study states that the perceived service quality has a very high
effect on patient satisfaction in the private hospitals of the Indore region.
Meenakshi Nair, (2024) entitled on “Study on patient satisfaction and service quality assessment”. The objective
of the study states to assess the accessibility and convenience of healthcare services from a patient’s perspective
and to Investigate the role of healthcare staff attitudes and behaviour in shaping patient satisfaction. A Simple
Random Sampling Method was used to select the sample in the study. The Sample Size of the study was 50.
Both Primary & Secondary Data were collected. Descriptive tables and percentage analysis were applied in the
study. The study highlights that by embracing a patient-centred approach and prioritizing the assessment of
service quality, healthcare organizations can not only meet but exceed patient expectations.
Hypothesis Of the Study
H1: There is no significant association between educational qualification and level of patient satisfaction in
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the hospital services.
H2: There is no significant association between age and level of patient satisfaction in the hospital services.
H3: There is no significant association between monthly income and level of patient satisfaction in the hospital
services.
Statement of the Problem
This study mainly focuses on the care received for the patients and the satisfaction of the patients from selected
multi- speciality hospital and this study focuses on the important patient-centered aspects like respect for
patient’s values and needs, augmented facilities, treatment taken by patients, physical comfort and emotional
support for the patients. The current research may help healthcare providers to understand patient’s preferences
by measuring the services of the hospitals. Secondly, to identify the benefits of patient care and satisfaction in
the growth and development of health services.
Research Questions
1. What is the level of patient satisfaction with healthcare services in the hospital?
2. What factors influence patient satisfaction in healthcare facilities?
3. What aspects of hospital services contribute most to patient satisfaction?
RESEARCH METHODOLOGY
The research approach adopted in the study was descriptive research. The study was conducted by the multi-
specialty hospitals towards the patient perception and satisfaction. The sample size of the study was 120
respondents. The sample was selected adopting a convenience sampling technique based on the availability of
patients and included those patients who have availed the services of the Hospital. The geographical focus of the
study was Coimbatore city. Primary data was collected from the respondents using a well-structured
questionnaire through google form. The data collected through questionnaire were analysed. The statistical tools
such as percentage analysis, Garrett ranking and Chi- square test were employed in the study.
Simple Percentage analysis: Percentage analysis refers to a special kind of ratio; percentage is used in making
comparison between two or more series of data and it is used to describe relation.
Percentage= Number of respondents
Total number of respondents *100
Garrett ranking technique
Garrett ranking technique was used to rank the preference indicated by the respondents on different factors. The
order of merit given by the respondents has to be converted into ranks by using the following formula:
Percent position = 100(Rij-0.5)/Nj
Where,
Rij= Rank given for ith statement by jth respondent
Nj= Number of statement ranked by jth respondent
Chi- square test The chi- square test is one of the simplest and most widely used non pragmatic tests in statistical
work. With the help of chi-square, the association between two or more variables can be found.
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The formula for chi-square test is,
Chi- square test = Σ (O-E)2
E
Degrees of freedom = (R – 1) (C – 1)
Where, O= Observed frequency
E= Expected frequency
R= Number of rows
C= Number of columns.
Data Analysis and Interpretation
Table No. 1
DEMOGRAPHIC PROFILE OF THE RESPONDENTS
Variables
Classification
Percentage
Age
20-40 years
50
40-60 years
31
60-80 years
16
Above 80 years
3
Gender
Male
34
Female
66
Marital status
Married
78
Unmarried
23
Educational
Qualification
Illiterate
14
School level
13
Diploma level
12
Graduate
28
Post Graduate
33
Professional
8
Occupational status
Govt / Public Sector employee
5
Private Sector employee
24
Professional
3
Retired person
4
Agriculturist
20
Businessman
9
House wives
16
Others
18
Monthly income
30000- 50000
47
50000- 70000
32
70000- 90000
12
Above 90000
10
Area of residence
Rural
37
Semi- urban
25
Urban
38
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Source: Primary Data
It is interpreted that 50 percent of the respondents were in the age group of 20–40 years, 66 percent of the
respondents were female, 78 percent of the respondents were married, 33 percent of the respondents were
postgraduates, 24 percent of the respondents were private sector employee, 47 percent of the respondents were
earned monthly income between Rs. 30000- 50000 and 38 percent of respondents were resided in urban areas.
Table No. 2 List of hospital
Number of the Respondent
Percentage of the Respondents
23
19
11
9
18
15
21
18
8
7
10
8
6
5
11
9
12
10
120
100
Source: Primary Data
It was found that 9 percent of the respondents were preferred Sri Ramakrishna hospital to undergo the treatment,
15 percent of the respondents were preferred PSG hospital to undergo the treatment, 18 percent of the
respondents choose Royal care super- speciality hospital, 7 percent of the respondents were preferred NG
hospital and research centre, 8 percent of the respondents were receiving treatments in SUMITH multi- speciality
hospital, 5 percent of the respondents were preferred FIMS hospital, 9 percent of respondents were receiving
treatment in GRN multi- speciality hospital and 10 percent of the respondents were preferred Ashwin hospital
to receive treatment. It was inferred that majority of the respondents choose Kovai medical center and hospital
to undergo the treatment towards multi- speciality hospitals.
Table No. 3 Nature of treatment
Nature of Treatment
Number of the Respondent
Percentage of the Respondents
Surgical
22
18
Medical
55
46
0
20
40
60
80
100
120
Multi- Speciality Hospitals
Number of the Respondent Percentage of the Respondents
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Maternity
8
7
Emergency Causality
35
29
Total
120
100
Source: Primary Data
It was interpreted that 18 percent of the respondents nature of treatment is surgical, 46 percent of the respondents
nature of treatment is medical, 7 percent of the respondents nature of treatment is maternity, 29 percent of the
respondents nature of treatment is Emergency Causality. Majority of the respondents were preferred medical
treatment.
Table No. 4 Kind of Admission
Kind of Admission
Number of the Respondent
Percentage of the Respondents
Inpatient
77
64
Outpatient
43
36
Total
120
100
Source: Primary Data
The above analysis reveals that 64 percent of the respondents were inpatient, 36 percent of the respondents were
outpatient.
Table No. 5 Affordability
Affordability level
Number of the Respondent
Percentage of the Respondents
Yes
59
49
No
61
51
Total
120
100
Source: Primary Data
The table no.5 indicated that 51 percent of the respondents were stated that there is no affordability in multi-
speciality hospitals, whereas 49 percent of the respondents were stated that there is affordability in multi-
speciality hospitals.
Nature of Treatment
Surgical Medical Maternity Emergency Causality Total
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Table No. 6 Reasons for Selection
Garrett Ranking
FACTORS
1
2
3
4
5
6
7
8
9
10
Total
Mean
score
Rank
Image of the
hospital
2511
1518
620
728
100
352
228
124
190
266
6371
53.1
1
Reputation of
the hospital.
2025
1656
1302
168
50
484
190
93
247
285
6215
51.8
3
Augmented
facilities.
1458
690
1364
1232
200
132
570
310
190
133
6146
51.2
4
Quality
treatment
1539
621
682
1792
450
132
494
403
171
38
6284
52.4
2
Atmost due
care at
emergency
situations.
162
483
620
616
2050
1012
456
186
95
19
5680
47.3
5
Reputation
about doctors.
81
552
558
224
1250
2112
456
155
19
133
5407
45.1
6
Treatment
charges.
405
621
434
560
650
352
1406
434
171
152
5033
41.9
7
Availability
of Health
insurance
schemes
243
759
620
616
550
308
456
1147
114
228
4813
40.1
8
Advice given
by Private
Doctor.
405
690
558
504
250
176
190
434
760
361
3967
33.1
10
Advice of
Patients who
have taken
treatment
earlier.
891
690
682
280
450
220
114
434
323
665
4084
34.0
9
Source: Primary Data
The Hendry Garrett ranking analysis revealed that majority of the respondents preferred distance from home
which were ranked as first with a score value of (53.1), Quality treatment were ranked as second with a score
value of (52.4), Reputation of the hospital were ranked as third with a score value of (51.8), Augmented facilities
were ranked as fourth with a score value of (51.2), Atmost due care at emergency situations were ranked as fifth
with a score value of (47.3), Reputation about doctors were ranked as sixth with a score value of (45.1),
Treatment charges were ranked as seventh with a score value of (41.9), Availability of Health insurance schemes
were ranked as eighth with a score value of (40.1), Advice of Patients who have taken treatment earlier were
ranked as nineth with a score value of (34.0), Advice given by Private Doctor were ranked as tenth with a score
value of (33.1).
Table No. 7 Influencing factors
Garrett Ranking
FACTORS
1
2
3
4
5
Total
Mean score
Rank
Special care
2349
2139
1798
784
850
7920
66.0
1
Counselling provided by the
doctors.
2025
2415
1612
728
650
7430
61.9
4
Availability of special doctors
1782
1725
2046
1680
300
7533
62.8
2
Augmented facility
2268
1173
1054
2352
650
7497
62.5
3
Affordable fees
1215
690
744
952
3300
6901
57.5
5
Source: Primary Data
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The Hendry Garrett ranking analysis revealed that majority of the respondents were preferred Reputation of the
doctor as the first factor towards the selection of the hospital with a mean score of 66.0. Image of the hospital
were ranked as second with a score value of (62.8), Augmented facility were ranked as third with a score value
of (62.5), Counselling provided by the doctors were ranked as fourth with a score value of (61.9), Affordable
fees were ranked as fifth with a score value of (57.5). More than half of the respondents (62.5) opined that the
respondents influenced the selection of multi- speciality hospitals.
Table No. 8
Level of Satisfaction on Multi- speciality hospitals
Variable
Highly
satisfied
Satisfied
Neutral
Dissatisfied
Highly
Dissatisfied
Total
Score
Rank
Score
5
4
3
2
1
Approach of the
receptionist.
27
72
16
5
0
481
II
Getting appointment.
53
35
27
5
0
496
I
Waiting time in
registration.
13
29
63
11
4
392
XII
Internet facility for
getting appointment
16
33
42
28
1
394
XI
Procedure and formalities
for admission
17
28
37
29
9
366
XV
Clarity of billing.
16
32
37
26
9
371
XIV
Distance from home
25
31
28
27
9
387
XIII
Adequacy of the space
and seating facilities
28
33
34
20
5
414
VIII
Parking facilities
27
41
32
11
9
417
VII
Cleanliness of the
hospital
35
38
29
15
3
444
IV
Waiting room for the
attenders
18
31
31
29
11
365
XVI
Time spent by the doctor
for diagnosis
29
30
35
19
7
408
IX
Explanation of illness and
treatment.
21
35
34
25
5
397
X
Personal attention
towards patients.
22
34
42
19
3
410
V
Nursing skills,
Knowledge and
efficiency
18
34
40
23
5
392
XII
Courtesy and politeness
of nurses.
16
30
30
29
15
348
XVIII
Promptness in responding
to calls.
19
25
40
24
12
363
XVII
Availability of the nurses
and Support Staff
26
37
30
21
6
410
V
Clarity in instructions
about medication/ care.
44
24
39
9
4
451
III
Source: Primary Data
From the above table clearly shows that the ease of getting appointment were ranked as first with a score value
of 496. Majority of the respondents felt that the respondents level of satisfaction is towards ease of getting
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appointment. Courtesy and politeness of nurses towards level of satisfaction were ranked as eighteenth with a
least value of 348.
Table No. 9
Results of hypotheses testing
Hypotheses
Chi- square value
(Calculated value)
Table
value
Degrees of
freedom
Significance
level
Result
H1: There is no significant
association between educational
qualification and level of patient
satisfaction in the hospital services.
20.7
31.4
20
5%
Accepted
H2: There is no significant
association between age and level of
patient satisfaction in the hospital
services.
9.53
21.0
12
5%
Accepted
H3: There is no significant
association between monthly
income and level of patient
satisfaction in the hospital services.
28.6
21.0
12
5%
Rejected
H1: At 5% significance level, the calculated value of 𝜒2 is less than the table value, Therefore the hypothesis is
accepted. From the results of the hypotheses testing, it is clear that there is no significant association between
educational qualification and level of patient satisfaction in the hospital services.
H2: At 5% significance level, the calculated value of 𝜒2is less than the table value, Therefore the hypothesis is
accepted. From the results of the hypotheses testing, it is clear that there is no significant association between
age and level of patient satisfaction in the hospital services.
H3: At 5% significance level, the calculated value of 𝜒2is greater than the table value, Therefore the hypothesis
is rejected. From the results of the hypotheses testing, it is clear that there is significant association between
monthly income and level of patient satisfaction in the hospital services.
FINDINGS
The findings of this study are as follows:
1. It was found that the majority of the respondents choose Kovai medical center and hospital to undergo
the treatment towards multi- speciality hospitals.
2. Most of the respondents (46 percent) nature of treatment is medical. The majority of respondents (46
percent) were willing to receive treatments in the hospitals.
3. The findings reveals that 64 percent of the respondent’s kind of admission to the hospital is inpatient.
4. It was found that majority of the respondents (51 percent) thought that the multi- speciality hospitals are
not affordable.
5. More than half of the respondents (52.4) opined that the respondents influenced the selection of multi-
speciality hospitals.
6. More than half of the respondents (62.5) opined that the respondents influenced the selection of multi-
speciality hospitals.
7. Majority of the respondents felt that the respondent’s level of satisfaction is towards ease of getting
appointment which were ranked as first with a score value of (496).
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Suggestions
From the analysis it is observed that advertisement does not play a major role. The management should create
awareness about their services in residential channels (Polimer, KARAN) and Newspapers (Dinakaran,
Dinaamalar, Dinathanthi) to attract the beneficiaries.
Doctor’s treatment is the prime factor to select the hospital for their treatment. Hence, it is suggested
that the management puts more efforts to sustain the doctor’s quality and recruit talented doctors if
necessary.
Hospital Management should concentrate on free camps, and plying free transport
services to the hospital.
Implementing feedback, complaint handling and service recovery systems should be strengthened to
enhance effectiveness of multi- speciality hospital services.
CONCLUSION
The study concludes that the selection of multi- speciality hospitals can significantly enhance patient satisfaction.
The sample size and sampling technique used in this study may affect the representativeness of the sample. The
study has been confined to Coimbatore City only. The future scope is that the research can be extended to other
geographical locations, and it can also employ probability sampling techniques to enhance the sample
representativeness. There is also scope for further research to assess how service quality towards multi- speciality
hospitals affect patient behaviour and satisfaction. The study should also examine how these factors influence
the various facilities provided by the hospital services. Therefore, the hospitals have to provide better facilities,
affordable fees compared to other hospitals and must provide health insurance schemes for the patients.
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