Paper Title
Patient Satisfaction Towards Eye Care Service of Gaur Eye Hospital, Nepal, Using Servqual Model

Background - The level of patient satisfaction is an important concern for any healthcare provider. It serves as a tool for assessing both the performance of hospital management systems and the behavior of hospital employees as a whole. As a result of globalization of the market, there are numerous choices and opportunities for service users, and they have the option to prevail their service depending on the level of health care providers and their behavior. Objective - To know the level of patient satisfaction with the service provided by the Gaur Eye Hospital, Nepal using the SERVQUAL model of service quality. Method - The research method used in this study is descriptive in nature, and both qualitative and quantitative methods were used to analyze the results. According to the SERVQUAL model of Parasuraman et al. (1998), five-point Likert scales are used to measure patient satisfaction. Result -Among the 100 respondents, 48% were males and 52% were females, 92% were from rural areas, 4% from semi-rural areas, and 2% from urban areas. There were 46% of patients between the ages of 41 and 60, whereas there were 43% of patients over the age of 60. The majority of the patients were illiterate (83%) and their monthly income was below 15000.00. According to the study, 90% of patients were satisfied with the infrastructure (hospital building), transportation, facilities for drinking water and cleanliness. 97% were neutral about hospital security and safety management. In fact, 65% were dissatisfied with canteen facilities. Conclusion - Overall, the hospital has provided satisfaction through its tangibility, reliability, assurance, empathy, responsiveness, timeliness, and equality of service. The hospital management should prioritize same-day operations, free treatment, and subsidy if the patient lacks funds for treatment. Management should address their concerns. Keywords - SERVQUAL, Tangibility, Reliability, Assurance, Empathy, Responsiveness, Timeliness, and Equality.