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Health Policy and Planning Advance Access originally published online on June 1, 2007
Health Policy and Planning 2007 22(4):263-273; doi:10.1093/heapol/czm017
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Published by Oxford University Press in association with The London School of Hygiene and Tropical Medicine © The Author 2007; all rights reserved.

Patient satisfaction with health services in Bangladesh

Syed Saad Andaleeb1,*, Nazlee Siddiqui2 and Shahjahan Khandakar3

1 Sam and Irene Black School of Business, The Pennsylvania State University at Erie, USA.
2 North South University, Kemal Ataturk Road, Gulshan, Dhaka, Bangladesh.
3 Ministry of Health and Family Welfare, Government of Bangladesh, Dhaka, Bangladesh.

* Corresponding author. Sam and Irene Black School of Business, The Pennsylvania State University at Erie, Erie, PA 16563–1400, USA. Tel: +1–814–898–6431. E-mail: ssa4{at}psu.edu

Concern over the quality of health care services in Bangladesh has led to loss of faith in public and private hospitals, low utilization of public health facilities, and increasing outflow of Bangladeshi patients to hospitals in neighbouring countries. Under the circumstances, assessment of the country's quality of health care service has become imperative, in which the patient's voice must begin to play a greater role. This study attempts to identify the determinants of patient satisfaction with public, private and foreign hospitals. A survey was conducted involving inpatients in public and private hospitals in Dhaka City and patients who have experienced hospital services in a foreign country. Their views were obtained through exit polls using probability and non-probability (for foreign hospital patients) sampling procedures. Regression models were derived to identify key factors influencing patient satisfaction in the different types of hospitals. Doctors’ service orientation, a composite of 13 measures, is the most important factor explaining patient satisfaction. Policy implications are discussed.

Key Words: Health care services, hospitals, patient satisfaction

Accepted for publication 9 March 2007.


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