OUTPATIENT WAITING TIME AND SERVICE QUALITY: A STUDY AT CSI JAYARAJ ANNAPACKIAM MISSION HOSPITAL, TIRUNELVELI

The level of satisfaction of patients in out-patient clinics is largely determined by their waiting period and the quality
of services provided. In this regard, the present research focuses on studying the waiting time and service quality at
CSI Jayaraj Annapackiam Mission Hospital, Tirunelveli, a mission-based hospital in the state of Tamil Nadu. The
study utilizes a survey method using a questionnaire distributed among 51 out-patients in order to gauge their
satisfaction with registration, consultation, pharmacy, billing, and staff responsiveness. Descriptive statistics and
correlation analysis have been used for analyzing data collected from patients. The results reveal that a majority of
patients are generally satisfied with the registration and consultation services offered, but there is still room for
improvements in pharmacy and billing departments.
Keywords: Outpatient services, waiting time, service quality, patient satisfaction, hospital management,
SERVQUAL.