Measuring Patient’s Expectations and Realisations Using SERVQUAL: A Review of Oncology Services in Punjab, India

Document Type : Research Articles


University Business School, Guru Nanak Dev University, Amritsar, India.


Objective: It is commonly observed that patients hold certain expectations from hospitals and subsequently feel different levels of satisfaction/realisation after getting treatment from healthcare providers. The present study is focused on examining the pre-hospitalization expectations of cancer patients, as well as their experiences (realisation) with healthcare delivery services. The study also investigated the factors that impact the satisfaction levels of individuals with cancer by utilizing an adapted measurement scale of SERVQUAL. Methods: A sample of 202 individuals diagnosed with cancer were interviewed. Care was taken to ensure that only those patients who had completed all the requisite treatment procedures were selected for the interviews. All regions of state of Punjab in India, have been included for information. Result: The research revealed a notable disparity between the pre-hospitalization expectations of cancer patients regarding the healthcare provisions and the actual delivery (realisation) of such services and the mean difference observed was -1.44. When the difference between expectations and outcomes was observed for the COVID period, the margin widened and the mean difference increased to -2.02. The study also identified six factors that can be utilised to assess patient satisfaction in the Punjab region. Conclusion: The study is distinctive in its approach as there is a dearth of research conducted in measuring the level of satisfaction of cancer patients in Punjab state of India. The findings of this study will facilitate cancer hospitals in devising policies that are grounded on the factors that have been identified. Additionally, it will facilitate policymakers in assessing the disparity between the anticipated medical care and the actual medical care that was administered to the patient.


Main Subjects

Volume 24, Issue 10
October 2023
Pages 3327-3334
  • Receive Date: 25 May 2023
  • Revise Date: 20 August 2023
  • Accept Date: 12 October 2023
  • First Publish Date: 12 October 2023