Quality is one of the key parameter in order to measure the performance of a product or service and ultimately it referred to organizational performance. Customers are the key player, who played a significant role to measure the quality of the product or services. However, to measure the quality of services is quite difficult as compare to the product quality due to its intangible nature. This study is intended to investigate the level of quality of healthcare services delivered to patients by the public hospitals in two districts of Jammu and Kashmir namely Shopian and Pulwama. Currently, healthcare system in Jammu and Kashmir is comprised of public hospitals, healthcare units and dispensaries, which are not sufficient to meet the healthcare requirements of people. This study aims to investigate, quality of services delivered to patients by public hospitals in two districts of Jammu and Kashmir.
Service Quality, Patient Satisfaction, Public Hospital
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