A Critical Review of Patient Satisfaction and Marketing Effectiveness in Mumbai Hospital
This paper focusto studythe patient satisfaction literature, which critically analyses its theory and use; thento
present evidence for the development and application of patient satisfaction were identified; along with studies addressing
the theoretical and practicallacks associated with the concept; and the current perceived service theory. Though, most
assessments have been serious of its use, since there is rarely any theoretical or conceptual development of the patient
satisfaction theory. The concept has little standardization, low reliability and uncertain validity. The research paper
highlights that there isa critical need for standardisationand differentiation of satisfaction.
Keywords— Patients, Health services, Customer Satisfaction.