SERVQUAL Mizoram Data File

Accessible and affordable healthcare is crucial for achieving the Sustainable Development Goals and Vikshit Bharat 2047. In Mizoram, where public healthcare is heavily relied upon, high-quality healthcare is paramount. No prior study exists regarding public hospital service quality in this region, necessitating investigation and filling the research gap. This study investigates the urban-rural divide in public healthcare service quality using SERVQUAL model, exploring its impact on service satisfaction and intended behaviour. A multi-stage cluster sampling technique yielded a representative sample of 420 patients. Results reveal significant differences in SERVQUAL scores between urban and rural areas, favouring rural areas. Regression analysis confirms service quality and patient satisfaction as robust predictors of positive behavioural intentions. The study concludes that enhancing healthcare infrastructure, capacity-building of professionals, and effective management strategies are crucial for improving service delivery, and the need for systemic refinements to address the persistent urban-rural disparity.