Gender Disparities in Perceived Healthcare Service Quality: A study of Government and Private Hospitals in Lucknow

Int. Jr. of Contemp. Res. in Multi. PEER-REVIEWED JOURNAL Volume 4 Issue 6 [NovDec] Year 2025 90 © 2025 Ganesh Dubey, Dr. Praeveen Srivastava, Dr. Rajeev Misra, Dr. Rajgopal Reddy. This is an open-access article distributed under the terms of the Creative Commons Attribution 4.0 International License (CC BY NC ND).https://creativecommons.org/licenses/by/4.0/ Research Article Gender Disparities in Perceived Healthcare Service Quality: A study of Government and Private Hospitals in Lucknow Ganesh Dubey 1*, Dr. Praeveen Srivastava 2, Dr. Rajeev Misra 3, Dr. Rajgopal Reddy 4 1 Chandan Hospital, Lucknow, Uttar Pradesh, India 2 Associate Professor, Shri Ramswaroop Memorial University, Barabanki, Uttar Pradesh, India 3 Faculty, Department of Community Medicine and Public Health, King George’s Medical University, Lucknow, Uttar Pradesh, India 4 Director Clinical Operations, Chandan Hospital, Lucknow, Uttar Pradesh, India Corresponding Author: *Ganesh Dubey DOI: https://doi.org/10.5281/zenodo.17565713 Abstract Manuscript Information This study examines gender-based differences in perceived healthcare service quality in government and private hospitals in Lucknow. Using the SERVQUAL model, the study analyses how men and women experience healthcare differently across dimensions such as accessibility, responsiveness, empathy, reliability, and tangibles. The findings reveal significant gender disparities, particularly in doctor-patient interactions, waiting times, and overall satisfaction levels. The study provides recommendations to enhance gender-sensitive healthcare policies and service delivery. ▪ ISSN No: 2583-7397 ▪ Received: 13-10-2025 ▪ Accepted: 03-11-2025 ▪ Published: 09-11-2025 ▪ IJCRM:4(6); 2025: 90-95 ▪ ©2025, All Rights Reserved ▪ Plagiarism Checked: Yes ▪ Peer Review Process: Yes How to Cite this Article Dubey G, Srivastava P, Misra R, Reddy R. Gender disparities in perceived healthcare service quality: A study of government and private hospitals in Lucknow. Int J Contemp Res Multidiscip. 2025;4(6):90-95. Access this Article Online www.multiarticlesjournal.com KEYWORDS: Gender Disparities, Healthcare Service Quality, Government Hospitals, Private Hospitals, SERVQUAL Model Int. Jr. of Contemp. Res. in Multi. PEER-REVIEWED JOURNAL Volume 4 Issue 6 [NovDec] Year 2025 91 © 2025 Ganesh Dubey, Dr. Praeveen Srivastava, Dr. Rajeev Misra, Dr. Rajgopal Reddy. This is an open-access article distributed under the terms of the Creative Commons Attribution 4.0 International License (CC BY NC ND).https://creativecommons.org/licenses/by/4.0/ 1. INTRODUCTION Healthcare service quality is a critical factor influencing patient satisfaction and health outcomes. However, gender-based disparities persist in healthcare access, treatment, and patient experiences. Women often report longer wait times, lower satisfaction with provider communication, and greater concerns about empathy and privacy. Conversely, men may receive preferential treatment in some healthcare settings. This study investigates these gender-based differences in service quality across public and private hospitals in Lucknow. Research Problem While healthcare service quality is widely studied, limited research examines how gender influences patient perceptions in different hospital settings. This study aims to address this gap by analysing how men and women experience healthcare differently. 2. OBJECTIVES OF THE STUDY 1. To compare male and female patients' perceptions of healthcare service quality in government and private hospitals. 2. To identify gender-based disparities in accessibility, responsiveness, empathy, reliability, and tangibles. 3. To provide recommendations for gender-sensitive healthcare improvements. Research Questions 1. Do men and women perceive healthcare service quality differently in government and private hospitals? 2. Which dimensions of service quality show significant gender-based disparities? 3. What policies or interventions can help address these disparities? Hypothesis • H₀ (Null Hypothesis): There is no significant difference in perceived healthcare service quality between male and female patients. • H₁ (Alternative Hypothesis): There is a significant difference in perceived healthcare service quality between male and female patients. Significance of the Study This research will provide insights into how gender affects healthcare service experiences, aiding hospital administrators, policymakers, and healthcare professionals in designing gendersensitive interventions. 3. REVIEW OF LITERATURE Gender and Healthcare Access: Studies suggest that women face more barriers to healthcare access due to socioeconomic factors, cultural norms, and lower decision-making power in many societies. Gender Differences in Patient Satisfaction Empathy and Communication: Women often expect higher levels of empathy and better doctor-patient communication than men. Responsiveness: Men may receive quicker responses in emergency situations compared to women. Service Quality in Government vs. Private Hospitals • Government hospitals often struggle with overcrowding, impacting service quality, especially for women. • Private hospitals may offer better responsiveness, but affordability remains a challenge for female patients from low-income backgrounds. Theoretical Framework SERVQUAL Model: This framework assesses reliability, responsiveness, assurance, empathy, and tangibles in healthcare service delivery. Gender and Health Disparities Framework: Explains social, economic, and cultural influences on gendered healthcare experiences. 4. METHODOLOGY Research Design A cross-sectional survey was conducted in government and private hospitals in Lucknow. Sampling Method Sample Size: 400 patients (200 men, 200 women) Sampling Technique: Stratified random sampling to ensure representation from both hospital types. Data Collection Methods • Questionnaire: Structured survey based on the SERVQUAL model. • Interviews: Semi-structured interviews with patients to gather qualitative insights. Data Analysis Quantitative Analysis: Statistical tests (t-tests, ANOVA) to compare gender differences in service quality perceptions. Qualitative Analysis: Thematic analysis of patient interviews. 5. RESULTS AND INTERPRETATION Demographic Profile of Respondents A total of 400 respondents (200 men, 200 women) participated in the study. Age Distribution: • 18-30 years: 35% • 31-50 years: 40% • 51+ years: 25% Int. Jr. of Contemp. Res. in Multi. PEER-REVIEWED JOURNAL Volume 4 Issue 6 [NovDec] Year 2025 92 © 2025 Ganesh Dubey, Dr. Praeveen Srivastava, Dr. Rajeev Misra, Dr. Rajgopal Reddy. This is an open-access article distributed under the terms of the Creative Commons Attribution 4.0 International License (CC BY NC ND).https://creativecommons.org/licenses/by/4.0/ Education Level: • No formal education: 12% • High school: 38% • Undergraduate: 30% • Postgraduate: 20% Hospital Type Preference: • Government hospitals: 65% (higher among men • Private hospitals: 35% (higher among women) Int. Jr. of Contemp. Res. in Multi. PEER-REVIEWED JOURNAL Volume 4 Issue 6 [NovDec] Year 2025 93 © 2025 Ganesh Dubey, Dr. Praeveen Srivastava, Dr. Rajeev Misra, Dr. Rajgopal Reddy. This is an open-access article distributed under the terms of the Creative Commons Attribution 4.0 International License (CC BY NC ND).https://creativecommons.org/licenses/by/4.0/ S. No. Service Quality Dimension Men’s Average Rating (Out of 5) Women’s Average Rating (Out of 5) Significance Reliability 3.8 3.5 Significant 3.8 Responsiveness 4.1 3.3 Highly Significant 4.1 Empathy 3.9 3.0 Highly Significant 3.9 Tangibles (Infrastructure) 3.7 3.6 Not Significant 3.7 Assurance (Trust in Doctors) 4.0 3.2 Significant 4.0 Key Findings • Men reported higher satisfaction with responsiveness and reliability in government hospitals. • Women gave lower ratings for empathy and assurance, particularly in government hospitals. • Private hospitals received better ratings from women, mainly due to perceived higher doctor-patient interaction quality. Statistical Analysis • T-test results indicate significant gender-based differences in responsiveness and empathy (p < 0.01). • Chi-square test shows that women were significantly more likely to choose private hospitals due to perceived lack of empathy and responsiveness in government hospitals. 6. DISCUSSION 1. Gender Disparities in Service Quality The study confirms that men generally report higher satisfaction levels with healthcare services than women, particularly in government hospitals. Women consistently rate empathy and doctor-patient interactions lower, suggesting that their needs and concerns may be less acknowledged. • Men experienced shorter waiting times, which may indicate implicit gender-based prioritization. • Women felt less heard and cared for, particularly in government hospitals. 2. Impact of Hospital Type on Gender Differences • Government hospitals showed the widest gender gap in service quality ratings. • Private hospitals had higher satisfaction levels overall, but affordability was a major issue for women. • Men were more likely to tolerate delays and system inefficiencies, whereas women prioritized trust and communication. 3. Comparison with Existing Research These findings align with previous studies: • Women often report longer wait times, less empathy, and lower trust in government hospitals. • Male patients receive faster service in emergency rooms across multiple healthcare systems worldwide. 4. Cultural and Systemic Factors • Women’s autonomy in healthcare decision-making is often limited, leading to lower confidence in service quality. • Social expectations influence doctor-patient interactions, where men are seen as "strong" and women’s concerns may be dismissed more easily. Implications for Policy and Practice 1. Gender-Sensitive Training for Healthcare Providers Doctors and nurses should receive training on gender-sensitive communication to improve empathy and assurance for female patients. 2. Special Appointments for Women in Government Hospitals Dedicated priority queues for women can address waiting time disparities. Int. Jr. of Contemp. Res. in Multi. PEER-REVIEWED JOURNAL Volume 4 Issue 6 [NovDec] Year 2025 94 © 2025 Ganesh Dubey, Dr. Praeveen Srivastava, Dr. Rajeev Misra, Dr. Rajgopal Reddy. This is an open-access article distributed under the terms of the Creative Commons Attribution 4.0 International License (CC BY NC ND).https://creativecommons.org/licenses/by/4.0/ 3. Affordable Healthcare for Women • Government hospitals should improve service quality to reduce the need for women to opt for private hospitals. • Subsidies and insurance programs tailored for women can improve access. 4. Community Awareness Programs Encouraging women to speak up about healthcare concerns can improve trust and perceived assurance in hospital settings. Limitations and Future Research • Lack of Non-Binary and Transgender Perspectives: This study focused only on binary gender groups. Future research should include gender minorities to explore diverse experiences in healthcare. • Need for Longitudinal Studies: A follow-up study could track whether interventions (such as gender sensitivity training) lead to improved ratings over time. 7. CONCLUSION • Men rated healthcare services more favorably, particularly in government hospitals. • Women reported longer wait times and lower trust in healthcare providers, especially in public hospitals. • Private hospitals had better service quality ratings, but affordability remained a barrier for many women. Recommendations 1. Gender-sensitive training for doctors to improve communication and empathy. 2. Priority queues for women in government hospitals to reduce waiting time disparities. 3. Affordability programs for women in private hospitals to improve access. 4. Further research on non-binary and transgender patients’ experiences in healthcare. Funding: The authors have no funding to disclose. No conflict of Interest: The authors declare they have no conflict of interest. Acknowledgment: The authors are grateful to all who participated in this study. REFERENCES 1. Abdullahi AM, Osman AI. Service quality delivery of Benadir local government in Somalia. International Journal of Professional Business Review. 2023;8(6):e02308. https://doi.org/10.26668/businessreview/2023.v8i6.2308 2. Abidova A, da Silva PA, Moreira S. The mediating role of patient satisfaction and perceived quality of healthcare in the emergency department. Medicine. 2021;100(11):e25133. https://doi.org/10.1097/MD.0000000000025133 3. Agbi FA, Asamoah EO, Atteh G, Sewu J. Assessing service quality in the Ghanaian private healthcare sector: The case of Comboni Hospital. International Journal of Scientific Research and Management. 2020;8(2):616–627. https://doi.org/10.18535/ijsrm/v8i02.sh01 4. Agustina D, Fajriani A, Lubis AS, Anggreini D, Yani FA, Firzah N. Improving health service quality management in hospitals (literature study). Majalah Kesehatan Indonesia. 2022;3(2):55–60. https://doi.org/10.47679/makein.2022101 5. Ahenkan A, Aduo-Adjei K. Predictors of patient satisfaction with quality of healthcare in university hospitals in Ghana. Hospital Practices and Research. 2017;2(1):9–14. https://doi.org/10.15171/hpr.2017.03 6. Akbar FH, Awang AH, Rivai F. Effect of quality of dental health services to patient satisfaction in Indonesia 2019: Importance-performance analysis. Pesquisa Brasileira em Odontopediatria e Clínica Integrada. 2023;23:e200098. Available from: https://revista.uepb.edu.br/PBOCI/article/view/1896 7. Alwirfili AAF, Ernawati, Armiyati Y, Wardani RS, Mubin F. The impact of nursing services on patient satisfaction: A scientific analysis of hospitals under the Libyan Ministry of Health. Babali Nursing Research. 2023;4(4):755–770. 8. Al-Zahrani RES, Al Balushi SO. Measuring the extent of patient satisfaction with the services provided by health care in Madinah. International Journal of Health Sciences. 2023;7(S1):1324–1340. https://doi.org/10.53730/ijhs.v7nS1.14346 9. Andani N, Nyorong M, A. The effect of health service on patient satisfaction in Haji Hospital, Medan City. British Journal of Healthcare and Medical Research. 2021;8(4):14–23. https://doi.org/10.14738/jbemi.94.9720 10. Badwi A, Ba’ru P. Quality of health services during the COVID-19 pandemic: Descriptive study at the Pontap community health center in Palopo City. International Journal of Community Medicine and Public Health. 2021;8(4):1578–1582. https://doi.org/10.18203/23946040.ijcmph20211206 11. Centers for Disease Control and Prevention. Quarantine and isolation. 2020. Available from: https://www.cdc.gov/coronavirus/2019-ncov/thehealth/quarantine-isolation.html 12. Centers for Disease Control and Prevention. COVID-19 vaccination. 2021. Available from: https://www.cdc.gov/coronavirus/2019ncov/vaccines/index.html 13. Centers for Medicare & Medicaid Services. Medicare telemedicine health care provider fact sheet. 2020. Available from: https://www.cms.gov/newsroom/factsheets/medicare-telemedicine-health-care-provider-factsheet 14. Chaurasia S, Dadwal Salaria S, Ahuja R, Sharma A. An overview of patient satisfaction and perceived care of quality. International Journal of Trend in Scientific Research and Development. 2020;4(4):1394–1399. Available from: www.ijtsrd.com/papers/ijtsrd31548.pdf Int. Jr. of Contemp. Res. in Multi. PEER-REVIEWED JOURNAL Volume 4 Issue 6 [NovDec] Year 2025 95 © 2025 Ganesh Dubey, Dr. Praeveen Srivastava, Dr. Rajeev Misra, Dr. Rajgopal Reddy. This is an open-access article distributed under the terms of the Creative Commons Attribution 4.0 International License (CC BY NC ND).https://creativecommons.org/licenses/by/4.0/ 15. Cheng San N. Service quality and patient satisfaction in lean hospitals, Malaysia during the COVID-19 pandemic. Malaysian Journal of Social Sciences and Humanities. 2022;7(5):e001501. https://doi.org/10.47405/mjssh.v7i5.1501 16. Crow R, Gage H, Hampson S, Hart J, Kimber A, Storey L, Thomas H, et al. The measurement of satisfaction with healthcare: Implications for practice from a systematic review of the literature. Health Technology Assessment. 2002;6(32):1–244 Creative Commons (CC) License This article is an open-access article distributed under the terms and conditions of the Creative Commons Attribution (CC BY 4.0) license. This license permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited. About the corresponding author Ganesh Dubey is engaged in research activities focusing on healthcare management and service quality. He has experience in proposal writing, literature search, and data collection, currently associated with Chandan Hospital, Lucknow, Uttar Pradesh, India.