European Journal of Molecular & Clinical Medicine

Abstract

Aim: This research focuses on studying the association between workplace efficiency and
customer satisfaction in tertiary hospitals of Punjab. Material and Methods: Study to find
efficiency was conducted with the help of data envelopment analysis. Data envelopment analysis
focuses on finding efficiency through input /output-based model which follows linear
mathematical formulas. Demand of health services are increasing but availability of health
services is still big issue. In that case, it will become very important for hospitals to optimally
utilize their existing resources with proper efficiency measurements. Hospitals of different sizes
are selected and size is dependent upon bed strength of hospitals. Results: Result explains that
efficiency is considered to be negative moderator between relation of number of specialized
doctors and patient satisfaction. Conclusion :Results in research suggested that higher level of
efficiency level of hospitals lessen the positive effect of specialized doctors on patient
satisfaction In this study medical hospital efficiency applies a negative control between
accessibility of specialists and patient satisfaction,. This study gives the proof that medical
hospital size has a critical negative impact on efficiency of hospital i.e. Present research
indicates that smaller hospitals have a higher level of efficiency than larger and medium-size
hospitals, smaller size hospitals average efficiency is .80. The average efficiency of medium size
hospitals is .75 and the large hospital is .71.