Factors Influencing Service Users Satisfaction at Different Levels of Health Facilities in Guwahati City

Abstract

There is a lack in present literature about the level of service user’s satisfaction and factors influencing in it. The researcher decided to measure the level of service user’s satisfaction of varied types and levels of health care facilities and to assess which variables influence this satisfaction level. Service user’s satisfaction level was carried out among 2207 service users attending selected hospitals in Guwahati City. Information on health care experience and satisfaction with received care through a structured schedule. Data collected from the respondents were conducted to identify the variables which contribute significantly to service user’s satisfaction. The researcher found that 63.2 of the respondents were highly satisfied with the health care service they received. Factors like availability of doctors, nurses and ward boys 24 hours in the hospital, car parking facility, canteen facility, cleanliness facility and all kinds of specialized doctors available in the hospital were largely related with service user’s satisfaction. In conclusion, a good number of service user’s in Guwahati city are not satisfied with their received care. Service user’s satisfaction can be improved by focusing on cleanliness facility, ATM facility, car parking facility and respondents interpersonal skills.