PATIENT SATISFACTION AND SERVICE QUALITY IN ASSISTED REPRODUCTIVE TECHNOLOGY (ART) CENTERS: A HEALTHCARE MANAGEMENT STUDY IN COIMBATORE CITY

Paper ID: EIJTEM_2026_13_3_238-246

Author's Name: Ms.S. Lavanya, Dr.V. Sureshkumar

Volume: 13

Issue: 3

Year: 2026

Page No: 238-246

Abstract:

This study examines the relationship between service quality and patient satisfaction within Assisted Reproductive Technology (ART) centers in Coimbatore City from a healthcare management perspective. With the rising prevalence of infertility and increasing competition among fertility clinics, understanding non-clinical service dimensions is critical for organizational success and patient retention. Grounded in the SERVQUAL model, this cross-sectional, descriptive study evaluates five key service quality dimensions: reliability, responsiveness, assurance, empathy, and tangibility. Primary data were collected via a structured questionnaire from a purposively selected sample of 300 patients undergoing fertility treatments. The data were analyzed using descriptive statistics, Pearson correlation, and multiple regression analysis. The findings reveal a high overall level of patient satisfaction and confirm a statistically significant positive relationship between all service quality dimensions and patient satisfaction. Notably, assurance, reliability, and empathy emerged as the strongest predictors of a positive patient experience, while tangibility exhibited a comparatively lower impact. The study concludes that alongside clinical and technological advancements, patient-centered care emphasizing professional competence, emotional support, and transparent communication is fundamental. These empirical insights provide actionable strategies for healthcare administrators, policymakers, and fertility specialists to optimize service delivery, foster patient trust, and improve competitive positioning within the reproductive healthcare sector.

Keywords: Assisted Reproductive Technology (ART), Patient Satisfaction, Service Quality, SERVQUAL, Healthcare Management, Fertility Care, Coimbatore City.

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