Abstract:
Quality Management has been proposed to improve customer satisfaction and has
received considerable attention in the recent studies. Despite the recent effort on
Quality Management, little work has been done on the effect of on Customer
satisfaction in healthcare services Sri Lanka. This study sought to establish the effect
of Quality Management practices on Customer satisfaction in institutions of
healthcare services a case of selected healthcare services in Batticaloa. The general
purpose of the study was to investigate the effect of quality management practices on
customer satisfaction in institutions of Health care services and the specific objective
was to examine the effect of trust security, responsiveness, continual improvement of
products and services and systems/process approach on customer satisfaction in
healthcare services The findings were expected to be significant to all the inward
patients, outward patients and employees. T'he target population comprised of the out
ward and inward customers of healthcare services the scope of'the study targeted
selected five healthcare services at Batticaioa. This study used a descriptive research
desigl. T'he study was based on primary data. T'he data was collected through a semi -
structured questionnaires targeting iinward and out ward patients Content Validity
Index was used to establish whether the que:rionnaire measured what it was intended
to measure. The study recommends that healthcare services should strive to focus on
the conformance to customer requirements and continuous improl'ement. in order to
gai n cusl"orner satisfaction.
Key Words:- Cnstomer satisfuction, Customer loyalty, 'frust, Heulthcare Services,
Pel ceiv e d ft l's/rs, P er ceiv ed B e n eJit s
