• P-ISSN 0974-6846 E-ISSN 0974-5645

Indian Journal of Science and Technology


Indian Journal of Science and Technology

Year: 2023, Volume: 16, Issue: 28, Pages: 2102-2112

Review Article

Service Quality of Public Hospitals in Nepal: A Systematic Review and Meta-analysis

Received Date:17 June 2023, Accepted Date:24 June 2023, Published Date:20 July 2023


Background/objectives: The goal of this study is to evaluate the service quality of hospitals in Nepal by conducting a systematic review of the literature and meta-analysis. The study aims to combine current data, pinpoint knowledge gaps, and offer sage advice to academics, decision-makers, and healthcare professionals. Design/Methodology/Approach The research design and methodology used for the study were a systematic review of the literature and meta-analysis. A thorough search across electronic databases, including PubMed, Scopus, and Web of Science, using predefined keywords relevant to hospital service quality in Nepal was carried out. The papers that met the inclusion criteria were published between January 2000 and April 2023. The systematic review included a total of 13 papers that used both quantitative and qualitative research approaches. A sample of these studies was subjected to a meta-analysis in order to quantitatively sum up the overall service quality rating in Nepalese hospitals. The heterogeneity of the chosen publications was evaluated using statistical tests like the Chi-squared based Q-test, I-squared, and Tau-squared statistics. The estimation technique used the Random Effect-Model, and publication bias have been assessed using the Eggers Test Findings The systematic research identified a number of critical facets of infrastructure, responsiveness, empathy, reliability, assurance, and tangibles as significant components of service quality in Nepalese hospitals. Based on a selection of research studies, the meta-analysis quantitatively summarised the total service quality score. The results show that service quality in hospitals in Nepal is generally moderate. The outcomes, however, also demonstrate the need for targeted changes.The 13 articles have been reviewed out of 65 articles. The Random Effect have been determined with intercept estimate of 0.645 and p-value of 0.002.The fixed effect have been determined with intercept estimate of 0.645 and value of less than 0.001. Originality/Value Through a thorough examination of the literature and meta-analysis, this research study offers a comprehensive overview of the service quality of hospitals in Nepal. The results add to the body of knowledge and provide insightful information for researchers, policymakers, and healthcare professionals. The study highlights the significance of deliberate upgrades in service quality, especially in underserved regions and public healthcare facilities. The uniqueness and importance of this study lie in its thorough analysis, the discovery of information gaps, and its ability to direct managers and policymakers in the healthcare sector in developing measures to raise the overall standard of healthcare in Nepal.

Keywords: Service quality, Hospitals, Nepal, Systematic literature review, Meta­Analysis, Service quality dimensions


  1. Lopez LM, Grey TW, Hiller JE, Chen M. Education for contraceptive use by women after childbirthCochrane Database of Systematic Reviews2015;2015(7). Available from: https://doi.org/10.1002/14651858.cd001863.pub4
  2. Pai P, Y, Chary ST. Dimensions of hospital service quality: A critical review: Perspective of patients from global studiesInternational journal of health care quality assurance2013;26(4):308340. Available from: https://doi.org/10.1108/09526861311319555
  3. Byrne A, Hodge A, Jimenez-Soto E, Morgan A. Looking Beyond Supply: A Systematic Literature Review of Demand-Side Barriers to Health Service Utilization in the Mountains of NepalAsia Pacific Journal of Public Health2013;25(6):438451. Available from: https://doi.org/10.1177/1010539513496139
  4. Karki MB, Bhatt MB, Ghosal I. Analysis Of Customer's Satisfaction Towards Service Quality Of Hotel Industry In NepalInternational Journal on Recent Trends in Business and Tourism2022;06(01):1525. Available from: https://doi.org/10.31674/ijrtbt.2022.v06i01.002
  5. Prasad B, Ghosal I. Perception of Cancer Patients towards the Service Quality of the Healthcare Industry: A Paradigmatic Research on ServiceabilityInternational Journal of Innovative Technology and Exploring Engineering2019;8:676681. Available from: https://www.ijitee.org/wp-content/uploads/papers/v8i11/K17190981119.pdf
  6. Neupane BP, Gurung DS. An assessment of service quality in western regional hospital pokharaJournal of Business and Finance2014;2(2):6572. Available from: https://esciencepress.net/journals/index.php/JBF/article/view/305/512
  7. Niraula TP, Poudel SR. Client Satisfaction in Health Service Management in Hospitals of Province One Eastern NepalJournal of Advanced Academic Research2019;6(1):2945. Available from: https://doi.org/10.3126/jaar.v6i1.35323
  8. Pahari S, Ghosal I, Prasad B, Dildar SM. Which Determinants Impact Consumer Purchase Behavior Toward Online Purchasing of Organic Food Products? Prabandhan: Indian Journal of Management2023;16(1):2541. Available from: https://doi.org/10.17010/pijom/2023/v16i1/172667
  9. Poudel L, Baskota S, Mali P, Pradhananga P, Malla N, Rajbhandari B, et al. Patient Satisfaction in Out-patient Services at a Tertiary Care Center: A Descriptive Cross-sectional StudyJournal of Nepal Medical Association2020;58(225):301305. Available from: https://doi.org/10.31729/jnma.4917
  10. Boyne GA. Public and Private Management: What's the Difference? Journal of Management Studies2002;39(1):97122. Available from: https://doi.org/10.1111/1467-6486.00284
  11. Neupane R, Devkota M. Evaluation of the Impacts of Service Quality Dimensions on Patient/Customer Satisfaction: A Study of Private Hospitals in NepalInternational Journal of Social Sciences and Management2017;4(3):165176. Available from: https://doi.org/10.3126/ijssm.v4i3.17520
  12. Ghosal I, Prasad B, Behera MP, Kumar A. Depicting the Prototype Change in Rural Consumer Behaviour: An Empirical Survey on Online Purchase IntentionParadigm2021;25(2):161180. Available from: https://doi.org/10.1177/09718907211029030
  13. Nepal D, Nepal YJ. Quality of Health Service: Issues and Measures to ImprovePrashasan: Nepalese Journal of Public Administration2021;52(1):181188. Available from: https://mofaga.gov.np/news-notice/2549
  14. Yesilada F, Direktör E. Health care service quality: A comparison of public and private hospitalsAfrican Journal of business management2010;4:962.
  15. Mahato PK, Paudel GS. Access to free health-care services for the poor in tertiary hospitals of western Nepal: a descriptive studyWHO South-East Asia journal of public health2015;4(2):167175. Available from: http://eprints.bournemouth.ac.uk/23027/


© 2023 Kandu et al. This is an open-access article distributed under the terms of the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited. Published By Indian Society for Education and Environment (iSee)


Subscribe now for latest articles and news.