Quality of Health Care Provisions from Patients' Perspective: Comparing Inpatient and Outpatient Service Quality of Public and Private Hospitals from Patients' Perspective in Dhaka, Bangladesh

Quality of service is an elusive and hazy construct which is difficult to measure. Using the SERVQUAL methodology, this study attempts to identify and compare the key dimensions of inpatient and outpatient service quality of public and private hospitals from patients' perspective and identify the factors that significantly contribute to patient satisfaction. A survey was conducted on a total of 120 inpatients and outpatients of two public and two private hospitals in Dhaka city using a structured questionnaire that addressed the probable factors of the quality of health care services in 5-point interval scale. The private hospitals performed better in both types of services- inpatient and outpatient. This study also provides insights into the particular factors of the quality of each type of hospital services that require to be addressed to meet the needs of patients.