RURAL INDIAN HEALTH-CARE: ASSESSING PATIENT SATISFACTION USING THE SERVPERF MODEL
Keywords:
Health-Care Service Quality, SERVPERF Model, Patient Satisfaction, Rural Health-Care, Primary Health Centers, Service Dimensions.
Abstract
The assessment of health-care service quality has evolved significantly, shifting from purely clinical metrics to encompass patient experiences and perceptions. This paradigm shift recognizes that patient viewpoints are crucial in evaluating and improving health-care services. However, there is a significant gap in understanding these perceptions in rural health-care settings, particularly in developing countries. This study addresses this gap by examining patient-perceived service quality in rural Mizoram, India, employing the SERVPERF model to assess Primary Health Centers (PHCs). The study examines patient satisfaction, and a survey of 200 patients from 7 primary health centers was conducted to assess perceptions of service quality across five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Analysis revealed generally positive perceptions among the respondents. The Assurance dimension scored highest (M = 3.958), emphasizing the importance of staff knowledge and trustworthiness. Strong positive correlations were found between all dimensions (r > 0.3, p < 0.01). Binary logistic regression indicated all dimensions significantly predicted overall service quality (p < 0.001), with Tangibles showing the most substantial effect (Exp(β) = 3.501). These findings highlight the multifaceted nature of health-care service quality and suggest that while patients value competent and empathetic care, the physical environment significantly influences overall quality perceptions. The study provides insights for health-care managers in rural settings to enhance service quality through a holistic approach addressing clinical and non-clinical patient care aspects.
JEL Classification Codes: I11, I18, M31, O15.
References
Akdere, M., Top, M., & Tekingündüz, S. (2020). Examining patient perceptions of service quality in Turkish hospitals: The SERVPERF model. Total quality management & business excellence, 31(3-4), 342-352. http://dx.doi.org/10.1080/14783363.2018.1427501
Atmore, C., Dovey, S., Gauld, R., & Stokes, T. (2023). What is important for high quality rural health care?: A qualitative study of rural community and provider views in Aotearoa New Zealand. Rural and remote health, 23(1), 1–8. https://doi.org/10.22605/rrh7635
Akhter, A. (2021). The impact of emotional intelligence, employee empowerment and cultural intelligence on commercial bank employees’ job satisfaction. Banks and Bank Systems, 16(4), 11-21.
Berry, L. L., & Bendapudi, N. (2007). Health care: A fertile field for service research. Journal of Service Research, 10(2), 111-122. https://doi.org/10.1177/1094670507306682
Bloom, P. N., & Perry, V. G. (2001). Retailer power and supplier welfare: The case of Wal-Mart. Journal of Retailing, 77(3), 379–396. https://doi.org/10.1016/S0022-4359(01)00048-3
Cronin, J. J., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55–68. http://dx.doi.org/10.2307/1252296
Dobrzykowski, D., Deilami, V. S., Hong, P., & Kim, S. C. (2014). A structured analysis of operations and supply chain management research in healthcare (1982–2011). International Journal of Production Economics, 147, 514-530. http://dx.doi.org/10.1016/j.ijpe.2013.04.055
Donabedian, A. (1988). The quality of care: How can it be assessed? JAMA, 260(12), 1743-1748. https://doi.org/10.1001/jama.260.12.1743
Drotz, E., & Poksinska, B. (2014). Lean in health-care from employees' perspectives. Journal of Health Organization and Management, 28(2), 177-195. https://doi.org/10.1108/jhom-03-2013-0066
Duc Thanh, N., Quynh Anh, P., Thi Huyen Chang, P., & Minh Nguyet, H. T. (2023). Cross-Cultural Adaption and Validation of SERVPERF Tool for Measuring Healthcare Quality in an Oncology Public Hospital, Vietnam. INQUIRY: The Journal of Health Care Organization, Provision, and Financing, 60, 00469580221146826. https://doi.org/10.1177/00469580221146826
Endeshaw, B. (2019). A review on the existing service quality measurement models. Science Journal of Business and Management, 7(4), 87–201. https://doi.org/10.11648/j.sjbm.20190704.13
Endeshaw, B. (2021). Healthcare service quality-measurement models: a review. Journal of Health Research, 35(2), 106–117. https://doi.org/10.1108/JHR-07-2019-0152
Edeh, F. O., Zayed, N. M., Darwish, S., Nitsenko, V., Hanechko, I., & Islam, K. M. A. (2023). Impression management and employee contextual performance in service organizations (enterprises). Emerging Science Journal, 7(2), 366-384.
Faccio, B., Logan, D., Shelton, R., Briggs, S., Solomon, B., & Manlove, J. (2023). Family Planning Clients’ Experiences With Providers Can Inform Patient-centered Care. Race/ethnicity, 40(44), 1. https://doi.org/10.56417/6691k6666e
Fagnan, L. J., Ramsey, K. L., Dickinson, C., Kline, T., & Parchman, M. L. (2021). Place Matters: Closing the Gap on Rural Primary Care Quality Improvement Capacity—the Healthy Hearts Northwest Study. The Journal of the American Board of Family Medicine, 34, 753–761. https://doi.org/10.3122/jabfm.2021.04.210011
Gijsenberg, M. J., Van Heerde, H. J., & Verhoef, P. C. (2015). Losses loom longer than gains: Modeling the impact of service crises on perceived service quality over time. Journal of Marketing Research, 52(5), 642-656. https://doi.org/10.1509/jmr.14.0140
Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36–44. https://doi.org/10.1108/EUM0000000004784
Gustavsson, S. (2014). Improvements in neonatal care using statistical process control. Linköping University Electronic Press.
Ha, B. T. T., Quyen, B. T. T., Thanh, N. T. P., Quang, C. H., Thuy, P. V., & Ha, N. T. (2022). Does the SERVPERF instrument have reliability and validity in a higher education setting: the results from a university in Vietnam. Journal of Health and Development Studies, 6(2), 27-37. http://dx.doi.org/10.38148/JHDS.0602SKPT22-028
Hailemariam, S., Gutema, L., Asnake, M., Agegnehu, W., Endalkachew, B., & Molla, W. (2021). Perceived physical accessibility, mother’s perception of quality of care and utilization of skilled delivery service in rural Ethiopia. SAGE Open Medicine, 9, 20503121211036794. https://doi.org/10.1177/20503121211036794
Halverson, A. L. (2020). Rural Surgical Quality: Policy and Practice. The Surgical clinics of North America, 100 (5), 901-908. https://doi.org/10.1016/j.suc.2020.07.001
Han, S., Xu, M., Lao, J., & Liang, Z. (2023). Collecting patient feedback as a means of monitoring patient experience and hospital service quality–learning from a government-led initiative. Patient preference and adherence, 17, 385-400. https://doi.org/10.2147/ppa.s397444
Herzog, M. B., Fried, J. E., Liebers, D. T., & MacKinney, A. C. (2022). Development of An All‐Payer Quality Program for the Pennsylvania Rural Health Model. The Journal of Rural Health, 38(1), 270-281. https://doi.org/10.1111/jrh.12547
Hari, O., Gujadhur, M., & Moudgil, K. (2021). A mini review on nutraceuticals: an emerging era in the health industry. Bangladesh Journal of Multidisciplinary Scientific Research, 4(1), 53–57. https://doi.org/10.46281/bjmsr.v4i1.1605
Huang, Y. Y., & Li, S. J. (2010). Understanding quality perception gaps among executives, frontline employees, and patients: The outpatient services in Taiwan hospitals. Quality Management in Health-care, 19(2), 173-184. https://doi.org/10.1097/qmh.0b013e3181db647f
Islam, K. M. A., Bari, M. F., Al-Kharusi, S., Bhuiyan, A. B., & Faisal-E-Alam, M. (2023). Impact of transformational leadership, human capital, and job satisfaction on organizational performance in the manufacturing industry. Problems and Perspectives in Management, 21(3), 382-392.
Jain, S. K., & Gupta, G. (2004). Measuring service quality: SERVQUAL vs. SERVPERF scales. Vikalpa, 29(2), 25-38. https://doi.org/10.1177/0256090920040203
Johnson, D. M., & Russell, R. S. (2015). SEM of Service Quality to Predict Overall Patient Satisfaction in Medical Clinics: A Case Study. Quality Management Journal, 22(4), 18–36. https://doi.org/10.1080/10686967.2015.11918448
K. S., S., Barkur, G., & G., S. (2023). Assessment of health-care service quality effect on patient satisfaction and care outcomes: A case study in India. Cogent Business & Management, 10(3), 2264579. https://doi.org/10.1080/23311975.2023.2264579
Kumar, V., & Kumar, D. (2022). Issues, challenges, and opportunities in accessing primary health services in tribal-rural setting in India: a decadal view. International Journal of Community Medicine and Public Health, 10(1), 515-524. https://doi.org/10.18203/2394-6040.ijcmph20223583
Leon, C., Koosed, T., Philibert, B., Raposo, C., & Benzaken, A. S. (2019). HIV/AIDS health services in Manaus, Brazil: patient perception of quality and its influence on adherence to antiretroviral treatment. BMC health services research, 19, 1-11. https://doi.org/10.1186/s12913-019-4062-9
Letheren, A., Brown, K. C., Barroso, C. S., Myers, C. R., & Nobles, R. (2024). Perceptions of access to care after a rural hospital closure in an economically distressed county of Appalachian Tennessee. The Journal of rural health: official journal of the American Rural Health Association and the National Rural Health Care Association, 40(2), 219–226. https://doi.org/10.1111/jrh.12794
Levy, M., Holmes, C., Mendenhall, A., & Grube, W. (2017). Engaging rural residents in patient-centered health care research. Patient Experience Journal, 4(1), 46-53. https://doi.org/10.35680/2372-0247.1164
Murphy, P., Burge, F., & Wong, S. T. (2019). Measurement and rural primary health care: a scoping review. Rural and Remote Health, 19(3), 1–10.
Muhib, M. I., Khan, M. S. A., & Akter, R. (2021). Risk prioritization of environmental aspects and occupational health safety in textile industries of gazipur industrial area, Bangladesh. Bangladesh Journal of Multidisciplinary Scientific Research, 3(2), 11-20. https://doi.org/10.46281/bjmsr.v3i2.1173
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Pasaribu, E. S., Maidin, A., & Thaha, D. R. M. (2022). Effects of Service Quality and Patient Satisfaction on Patient Adherence at the Outpatient Rehabilitation Department of Fatmawati National Hospital in Jakarta. NeuroQuantology, 20(5), 427.
Pramanik, A. (2016). Patients’ perception of service quality of health care services in India: a comparative study on urban and rural hospitals. Journal of health management, 18(2), 205–217. https://doi.org/10.22605/rrh4911
Rossi, M. M., Radunovich, H. L., & Parisi, M. A. (2024). Rural veteran perception of health-care access in South Carolina and Florida: a qualitative study. BMC Health Services Research, 24(1), 826. https://doi.org/10.1186/s12913-024-11241-3
Sangode, P. B. (2021). Service Quality in Rural Health-care: An Exploration of Expectation Versus Veracity. Journal of Pharmaceutical Research International, 33(34A), 169-177. https://doi.org/10.9734/jpri/2021/v33i34A31837
Saravanan, R., & Rao, K. S. P. (2007). Measurement of service quality from the customer's perspective – An empirical study. Total Quality Management & Business Excellence, 18(4), 435-449. https://doi.org/10.1080/14783360701231872
Servetkienė, V., Puronaitė, R., Mockevičienė, B., Ažukaitis, K., & Jankauskienė, D. (2023). Determinants of patient-perceived primary health-care quality in Lithuania. International journal of environmental research and public health, 20(6), 4720. https://doi.org/10.3390/ijerph20064720
Swinehart, K. D., & Smith, A. E. (2004). Customer focused health‐care performance instruments: making a case for local measures. International Journal of Health Care Quality Assurance, 17(1), 9-16. https://doi.org/10.1108/09526860410515891
Syfuddin, H. M. (2022). Archaeogenetics and health geography of disease in assessing the effects of pandemics. Bangladesh Journal of Multidisciplinary Scientific Research, 5(1), 35–38. https://doi.org/10.46281/bjmsr.v5i1.1801
Thomas, R. K. (2005). Marketing health services. Health Administration Press. 3rd ed.
Upadhyai, R., Upadhyai, N., Jain, A. K., Roy, H., & Pant, V. (2020). Health care service quality: a journey so far. Benchmarking: An International Journal, 27(6), 1893-1927. http://dx.doi.org/10.1108/BIJ-03-2019-0140
Warr, D., Luscombe, G. M., & Couch, D. L. (2021). Hype, evidence gaps and digital divides: Telehealth blind spots in rural Australia. Health, 27, 588–606. https://doi.org/10.1177/13634593211060763
World Health Organization. (2003). Quality and accreditation in health care services: a global review. Retrieved from https://iris.who.int/handle/10665/68410
Zayed, N. M., Rashid, M. M., Darwish, S., Faisal-E-Alam, M., Nitsenko, V., & Islam, K. M. A. (2022). The power of compensation system (CS) on employee satisfaction (ES): The mediating role of employee motivation (EM). Economies, 10(11), 290.
Atmore, C., Dovey, S., Gauld, R., & Stokes, T. (2023). What is important for high quality rural health care?: A qualitative study of rural community and provider views in Aotearoa New Zealand. Rural and remote health, 23(1), 1–8. https://doi.org/10.22605/rrh7635
Akhter, A. (2021). The impact of emotional intelligence, employee empowerment and cultural intelligence on commercial bank employees’ job satisfaction. Banks and Bank Systems, 16(4), 11-21.
Berry, L. L., & Bendapudi, N. (2007). Health care: A fertile field for service research. Journal of Service Research, 10(2), 111-122. https://doi.org/10.1177/1094670507306682
Bloom, P. N., & Perry, V. G. (2001). Retailer power and supplier welfare: The case of Wal-Mart. Journal of Retailing, 77(3), 379–396. https://doi.org/10.1016/S0022-4359(01)00048-3
Cronin, J. J., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55–68. http://dx.doi.org/10.2307/1252296
Dobrzykowski, D., Deilami, V. S., Hong, P., & Kim, S. C. (2014). A structured analysis of operations and supply chain management research in healthcare (1982–2011). International Journal of Production Economics, 147, 514-530. http://dx.doi.org/10.1016/j.ijpe.2013.04.055
Donabedian, A. (1988). The quality of care: How can it be assessed? JAMA, 260(12), 1743-1748. https://doi.org/10.1001/jama.260.12.1743
Drotz, E., & Poksinska, B. (2014). Lean in health-care from employees' perspectives. Journal of Health Organization and Management, 28(2), 177-195. https://doi.org/10.1108/jhom-03-2013-0066
Duc Thanh, N., Quynh Anh, P., Thi Huyen Chang, P., & Minh Nguyet, H. T. (2023). Cross-Cultural Adaption and Validation of SERVPERF Tool for Measuring Healthcare Quality in an Oncology Public Hospital, Vietnam. INQUIRY: The Journal of Health Care Organization, Provision, and Financing, 60, 00469580221146826. https://doi.org/10.1177/00469580221146826
Endeshaw, B. (2019). A review on the existing service quality measurement models. Science Journal of Business and Management, 7(4), 87–201. https://doi.org/10.11648/j.sjbm.20190704.13
Endeshaw, B. (2021). Healthcare service quality-measurement models: a review. Journal of Health Research, 35(2), 106–117. https://doi.org/10.1108/JHR-07-2019-0152
Edeh, F. O., Zayed, N. M., Darwish, S., Nitsenko, V., Hanechko, I., & Islam, K. M. A. (2023). Impression management and employee contextual performance in service organizations (enterprises). Emerging Science Journal, 7(2), 366-384.
Faccio, B., Logan, D., Shelton, R., Briggs, S., Solomon, B., & Manlove, J. (2023). Family Planning Clients’ Experiences With Providers Can Inform Patient-centered Care. Race/ethnicity, 40(44), 1. https://doi.org/10.56417/6691k6666e
Fagnan, L. J., Ramsey, K. L., Dickinson, C., Kline, T., & Parchman, M. L. (2021). Place Matters: Closing the Gap on Rural Primary Care Quality Improvement Capacity—the Healthy Hearts Northwest Study. The Journal of the American Board of Family Medicine, 34, 753–761. https://doi.org/10.3122/jabfm.2021.04.210011
Gijsenberg, M. J., Van Heerde, H. J., & Verhoef, P. C. (2015). Losses loom longer than gains: Modeling the impact of service crises on perceived service quality over time. Journal of Marketing Research, 52(5), 642-656. https://doi.org/10.1509/jmr.14.0140
Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36–44. https://doi.org/10.1108/EUM0000000004784
Gustavsson, S. (2014). Improvements in neonatal care using statistical process control. Linköping University Electronic Press.
Ha, B. T. T., Quyen, B. T. T., Thanh, N. T. P., Quang, C. H., Thuy, P. V., & Ha, N. T. (2022). Does the SERVPERF instrument have reliability and validity in a higher education setting: the results from a university in Vietnam. Journal of Health and Development Studies, 6(2), 27-37. http://dx.doi.org/10.38148/JHDS.0602SKPT22-028
Hailemariam, S., Gutema, L., Asnake, M., Agegnehu, W., Endalkachew, B., & Molla, W. (2021). Perceived physical accessibility, mother’s perception of quality of care and utilization of skilled delivery service in rural Ethiopia. SAGE Open Medicine, 9, 20503121211036794. https://doi.org/10.1177/20503121211036794
Halverson, A. L. (2020). Rural Surgical Quality: Policy and Practice. The Surgical clinics of North America, 100 (5), 901-908. https://doi.org/10.1016/j.suc.2020.07.001
Han, S., Xu, M., Lao, J., & Liang, Z. (2023). Collecting patient feedback as a means of monitoring patient experience and hospital service quality–learning from a government-led initiative. Patient preference and adherence, 17, 385-400. https://doi.org/10.2147/ppa.s397444
Herzog, M. B., Fried, J. E., Liebers, D. T., & MacKinney, A. C. (2022). Development of An All‐Payer Quality Program for the Pennsylvania Rural Health Model. The Journal of Rural Health, 38(1), 270-281. https://doi.org/10.1111/jrh.12547
Hari, O., Gujadhur, M., & Moudgil, K. (2021). A mini review on nutraceuticals: an emerging era in the health industry. Bangladesh Journal of Multidisciplinary Scientific Research, 4(1), 53–57. https://doi.org/10.46281/bjmsr.v4i1.1605
Huang, Y. Y., & Li, S. J. (2010). Understanding quality perception gaps among executives, frontline employees, and patients: The outpatient services in Taiwan hospitals. Quality Management in Health-care, 19(2), 173-184. https://doi.org/10.1097/qmh.0b013e3181db647f
Islam, K. M. A., Bari, M. F., Al-Kharusi, S., Bhuiyan, A. B., & Faisal-E-Alam, M. (2023). Impact of transformational leadership, human capital, and job satisfaction on organizational performance in the manufacturing industry. Problems and Perspectives in Management, 21(3), 382-392.
Jain, S. K., & Gupta, G. (2004). Measuring service quality: SERVQUAL vs. SERVPERF scales. Vikalpa, 29(2), 25-38. https://doi.org/10.1177/0256090920040203
Johnson, D. M., & Russell, R. S. (2015). SEM of Service Quality to Predict Overall Patient Satisfaction in Medical Clinics: A Case Study. Quality Management Journal, 22(4), 18–36. https://doi.org/10.1080/10686967.2015.11918448
K. S., S., Barkur, G., & G., S. (2023). Assessment of health-care service quality effect on patient satisfaction and care outcomes: A case study in India. Cogent Business & Management, 10(3), 2264579. https://doi.org/10.1080/23311975.2023.2264579
Kumar, V., & Kumar, D. (2022). Issues, challenges, and opportunities in accessing primary health services in tribal-rural setting in India: a decadal view. International Journal of Community Medicine and Public Health, 10(1), 515-524. https://doi.org/10.18203/2394-6040.ijcmph20223583
Leon, C., Koosed, T., Philibert, B., Raposo, C., & Benzaken, A. S. (2019). HIV/AIDS health services in Manaus, Brazil: patient perception of quality and its influence on adherence to antiretroviral treatment. BMC health services research, 19, 1-11. https://doi.org/10.1186/s12913-019-4062-9
Letheren, A., Brown, K. C., Barroso, C. S., Myers, C. R., & Nobles, R. (2024). Perceptions of access to care after a rural hospital closure in an economically distressed county of Appalachian Tennessee. The Journal of rural health: official journal of the American Rural Health Association and the National Rural Health Care Association, 40(2), 219–226. https://doi.org/10.1111/jrh.12794
Levy, M., Holmes, C., Mendenhall, A., & Grube, W. (2017). Engaging rural residents in patient-centered health care research. Patient Experience Journal, 4(1), 46-53. https://doi.org/10.35680/2372-0247.1164
Murphy, P., Burge, F., & Wong, S. T. (2019). Measurement and rural primary health care: a scoping review. Rural and Remote Health, 19(3), 1–10.
Muhib, M. I., Khan, M. S. A., & Akter, R. (2021). Risk prioritization of environmental aspects and occupational health safety in textile industries of gazipur industrial area, Bangladesh. Bangladesh Journal of Multidisciplinary Scientific Research, 3(2), 11-20. https://doi.org/10.46281/bjmsr.v3i2.1173
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Pasaribu, E. S., Maidin, A., & Thaha, D. R. M. (2022). Effects of Service Quality and Patient Satisfaction on Patient Adherence at the Outpatient Rehabilitation Department of Fatmawati National Hospital in Jakarta. NeuroQuantology, 20(5), 427.
Pramanik, A. (2016). Patients’ perception of service quality of health care services in India: a comparative study on urban and rural hospitals. Journal of health management, 18(2), 205–217. https://doi.org/10.22605/rrh4911
Rossi, M. M., Radunovich, H. L., & Parisi, M. A. (2024). Rural veteran perception of health-care access in South Carolina and Florida: a qualitative study. BMC Health Services Research, 24(1), 826. https://doi.org/10.1186/s12913-024-11241-3
Sangode, P. B. (2021). Service Quality in Rural Health-care: An Exploration of Expectation Versus Veracity. Journal of Pharmaceutical Research International, 33(34A), 169-177. https://doi.org/10.9734/jpri/2021/v33i34A31837
Saravanan, R., & Rao, K. S. P. (2007). Measurement of service quality from the customer's perspective – An empirical study. Total Quality Management & Business Excellence, 18(4), 435-449. https://doi.org/10.1080/14783360701231872
Servetkienė, V., Puronaitė, R., Mockevičienė, B., Ažukaitis, K., & Jankauskienė, D. (2023). Determinants of patient-perceived primary health-care quality in Lithuania. International journal of environmental research and public health, 20(6), 4720. https://doi.org/10.3390/ijerph20064720
Swinehart, K. D., & Smith, A. E. (2004). Customer focused health‐care performance instruments: making a case for local measures. International Journal of Health Care Quality Assurance, 17(1), 9-16. https://doi.org/10.1108/09526860410515891
Syfuddin, H. M. (2022). Archaeogenetics and health geography of disease in assessing the effects of pandemics. Bangladesh Journal of Multidisciplinary Scientific Research, 5(1), 35–38. https://doi.org/10.46281/bjmsr.v5i1.1801
Thomas, R. K. (2005). Marketing health services. Health Administration Press. 3rd ed.
Upadhyai, R., Upadhyai, N., Jain, A. K., Roy, H., & Pant, V. (2020). Health care service quality: a journey so far. Benchmarking: An International Journal, 27(6), 1893-1927. http://dx.doi.org/10.1108/BIJ-03-2019-0140
Warr, D., Luscombe, G. M., & Couch, D. L. (2021). Hype, evidence gaps and digital divides: Telehealth blind spots in rural Australia. Health, 27, 588–606. https://doi.org/10.1177/13634593211060763
World Health Organization. (2003). Quality and accreditation in health care services: a global review. Retrieved from https://iris.who.int/handle/10665/68410
Zayed, N. M., Rashid, M. M., Darwish, S., Faisal-E-Alam, M., Nitsenko, V., & Islam, K. M. A. (2022). The power of compensation system (CS) on employee satisfaction (ES): The mediating role of employee motivation (EM). Economies, 10(11), 290.
Published
2024-11-22
How to Cite
Chawngzikpuii, I., & Lalromawia, K. (2024). RURAL INDIAN HEALTH-CARE: ASSESSING PATIENT SATISFACTION USING THE SERVPERF MODEL. Bangladesh Journal of Multidisciplinary Scientific Research, 9(5), 19-28. https://doi.org/10.46281/bjmsr.v9i5.2253
Section
Research Paper/Theoretical Paper/Review Paper/Short Communication Paper
Copyright (c) 2024 Ishanika Chawngzikpuii, K Lalromawia
This work is licensed under a Creative Commons Attribution 4.0 International License.
