Determinants of Patient Satisfaction Across Oncology Hospitals in Bangalore: A PLS-SEM Analysis of SERVQUAL Dimensions

SERVQUAL, Patient Satisfaction, Structural Equation Modeling (SEM), Healthcare Service Quality, Oncology Care, Bangalore Hospital

Patient satisfaction has become a critical indicator of healthcare quality, particularly in oncology settings where prolonged treatment, emotional vulnerability, and repeated institutional interactions shape patient experiences. This study examines the determinants of patient satisfaction across oncology hospitals in Bangalore using the SERVQUAL framework and Partial Least Squares Structural Equation Modeling (PLS-SEM). A quantitative cross-sectional design was adopted, collecting data from cancer patients and primary attendants through a structured questionnaire measuring Tangibility, Reliability, Responsiveness, Assurance, Empathy, and overall Patient Satisfaction. Data were analyzed using SmartPLS 4 through measurement model validation, bootstrapping, and Importance–Performance Map Analysis (IPMA). The findings reveal that Empathy, Assurance, and Reliability exert the strongest positive influence on patient satisfaction, while Tangibility and Responsiveness demonstrate relatively weaker effects. Comparative analysis across hospital types and treatment units further highlights contextual variation in service perceptions. The study provides evidence-based insights for strengthening patient-centered oncology service delivery across heterogeneous healthcare environments.