Modeling relation between hospital efficiency and customer satisfaction of tertiary hospitals: A case of data envelopment analysis

Abstract

In the present circumstance, it has turned out to be difficult for hospitals to guarantee increasingly productive methods for administrations. Under the current conditions, it is fundamental to discover the fitting asset blend and its use. So also, it is important to distinguish the sources of relative cost wastefulness – specialized and allocated both. The center point of this study is on surveying the hospitals in efficiency terms, for example, the perfect measure of inputs to deliver a given degree of output. The other inspiration driving this investigation has been to see how to address an issue of benchmarking in hospitals. Data envelopment analysis utilizes an amazing procedure of linear programming to help in doing this. The research of the study incorporates two different aspects one is to evaluate efficiency of hospitals considered for study and another is find satisfaction level of patients from these hospitals to find association among both these dimensions, Moreover, this study gives the proof that medical hospital size has a critical negative impact on efficiency of hospital i.e. Present research indicates that smaller hospitals have a higher level of efficiency than larger and medium-size hospitals, smaller size hospitals average efficiency is .80. The average efficiency of medium size hospitals is .75 and the large hospital is .71. Results of research also explains that efficiency is considered to be negative moderator between relation of number of specialized doctors and patient satisfaction. Results of study suggested that higher level of efficiency level of hospitals lessen the positive effect of specialized doctors on patient satisfaction. Key words: Hospital efficiency, Customer satisfaction, Negative moderator, Association.