Main Article Content

Arpita Datta
Dr. Aditi Agarwal


Actual cost, Expected cost, SERVQUAL, Empathy, SEM (Structural equation model)


Disparities in the public sector motivate individuals to seek healthcare in the private sector even though the real cost exceeds their expectations in Bangladesh. Performance standard and service quality are critical concerns while considering the situation. After observing a lack of research, the researchers initiated this study to analyze the significant cost differences within the private healthcare industry in Chittagong, Bangladesh. The study also intends to apply a SERVQUAL framework to assess customer experiences in private healthcare sector in the mentioned area. The primary data was collected through a customized questionnaire. The findings will contribute to policymaking as well as benefit the public health stakeholders, healthcare workers, sincere learners, practitioners, and academia.

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