Abstract:
The perceptions and expectations of inpatients regarding the quality of medical care, general
satisfaction and infrastructure are extremely important. A Hospital be it large or small can
demonstrate successful performance only when it satisfies the factors of quality and service
2 patient expects. This study investigates the factors of quality affecting the value of care
and inpatient satisfaction. Patient satisfaction leads to drift in both new and old patients,
which hinders the sustainability of any Hospital in the long run. Hospitals that increase the
value of care and patient satisfaction ensure patients will revisit and also increase returns by
taking appropriate steps. The importance of being customer-centric has been recently
realized by the Health Care sector worldwide. In healthcare services, it is imperative to
analyze the quality of services from the perspective of the patient himself. Hundred
systematically selected subjects responded to a self-administered questionnaire. Socio-demographic data and data regarding Inpatient were obtained. Each item on satisfaction was
scored using a 5-point Likert scale. The average score for satisfaction was categorized as
dissatisfied, neither satisfied nor dissatisfied and satisfied. Results Highest percentage
/ (38. 2%) of study ‘population were between 18-30 & 41-54 years a age groups; 54.2% were
males. Regression models were derived to identify key factors influencing in patient
satisfaction in the different types of hospitals in Batticaloa public hospitals. Doctors’ service
orientation, a composite of other measures, is the most important factor explaining inpatient
satisfaction. According to the evidence given by the data analysis, there was a significantly
strong positive relationship between Physical Evidence, Interaction, and Satisfaction,
Performance and Satisfaction, Operation and Satisfaction with Satisfaction of Inpatient
Treatment in public hospitals in Batticaloa district in Sri Lanka. (r =0.891, 0.848, 0. 890,
0.891, significant is 0.000p < 0.01) respectively.
