The Quality of Healthcare Services in Missionary Hospitals in Ernakulam, Kerala

Rajesh Joseph; B Selvaveerakumar; M Thiagarajan

doi:10.34293/commerce.v14i2.10024

Rajesh Joseph Ph.D. Scholar in Management, Alagappa University, Karaikudi https://orcid.org/0009-0008-9910-3267
B Selvaveerakumar Research Supervisor and Associate Professor, Department of Business Administration, Sri Meenakshi Government Arts College for Women (A), Madurai https://orcid.org/0000-0003-3809-1254
M Thiagarajan Research Supervisor and Assistant Professor and Head, Department of Business Administration, Alagappa Government Arts College, Karaikudi https://orcid.org/0009-0001-5575-5385

DOI: https://doi.org/10.34293/commerce.v14i2.10024

Keywords: Service Quality, Missionary Hospitals, Healthcare Services, Patient Satisfaction, Ernakulam District

Abstract

Purpose: Service quality has become a critical determinant of patient satisfaction and sustainability in the healthcare sector. Missionary hospitals occupy a distinctive position by providing affordable, ethical, and compassionate healthcare services. This study aimed to examine patients’ perceptions of service quality in missionary hospitals in the Ernakulam District, Kerala, and to identify the dimensions that most strongly influence overall service evaluation.
Methodology: The study adopted a descriptive research design. Primary data were collected from 120 inpatient respondents using a structured questionnaire based on the SERVQUAL model, covering reliability, responsiveness, assurance, empathy, and tangibility. A multi-stage sampling approach was used to select hospitals and respondents. Percentage analysis and mean score analysis were employed to assess demographic characteristics and the relative importance of service quality dimensions.
Results: These findings indicate that assurance and empathy are the most influential dimensions of service quality in missionary hospitals, reflecting high levels of patient trust, professional competence, and compassionate care. Reliability and responsiveness also demonstrated satisfactory performance. However, tangibility had comparatively lower mean scores, suggesting a need for improvement in physical infrastructure, modern equipment, and hospital ambience. The results further reveal variations in service quality perceptions across demographic and socioeconomic groups.
Conclusion: The study highlights that missionary hospitals perform strongly in human-centric aspects of service quality but require strategic focus on operational efficiency and infrastructural development to enhance overall patient experience and long-term sustainability.
Future Research: Future studies may compare service quality across missionary, public, and private hospitals; adopt longitudinal designs; and explore the relationship between service quality, patient satisfaction, and patient loyalty using advanced analytical techniques and larger samples.