[01] Thambirasa Sathiyaseelan, Ayurveda Teaching Hospital, Kaithady, Jaffna, Sri Lanka. [02] W. K. Athula C. Gnanapala, Dept. of Tourism Management, Sabaragamuwa University of Sri Lanka, Belihuloya, Sri Lanka.

Ayurveda is one of the oldest and famous natural health care systems mostly practicing in south Asian region. It is originated in India and has developed in different countries through religious and cultural background of the local society. The main purpose of this study is to examine the impact of the service quality on patient satisfaction in the government Ayurvedic medical institutions in Jaffna district. The study is carried out as a questionnaire survey and used purposive non random sampling method to collect data from 591 respondents. The five dimensional SERVQUAL model proposed by Parasuraman et al. (1985) was employed to measure the service quality dimensions related to the Ayurvedic hospitals. Descriptive statistics and regression analysis were mainly employed to analyze the data. The results show that the service quality of the Ayurvedic medical institutions contribute significantly to the patients satisfaction. However, the patients’ satisfaction is not significantly influenced by tangible dimension and other dimensions i.e. reliability, responsiveness, assurance and empathy statistically and significantly enhance the patients’ satisfactions. It is necessary to improve the overall service quality of the Ayurvedic medical institutions in order to enhance the patients satisfaction who trust and take medicine from the government Ayurvedic institutions.

Patient Satisfaction, Service Quality, Ayurvedic Medical Institutions, Patients' Satisfaction

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