The COVID-19 pandemic has brought a huge focus to healthcare sector. The global health care system is excellent at come through this pandemic by providing exclusive possible care. Health care services have unique qualities like intangibility, subjectivity, simultaneity, customer involvement these make defining and assessing their quality difficult. Moreover variations in the training, experience, abilities, and personal traits of medical professionals and the need to provide a patient with a variety of services makes health care services as a challenging one to measure the quality of medical services. This study’s objective is to evaluate the level of care given by Chennai’s private hospitals. This study investigates how closely patients’ expectations and perceptions of hospital services align with one another, as well as the patients’ expectations and perceptions of the quality of such services. The SERVQUAL model, which was developed and presented by Parasuraman et al. (J Mark 49:44, 1985 [8]), has five dimensions of service quality, includes reliability, responding, empathy, assurance-and tangibility. The nature of this work is descriptive. The mean scores of the several servqual dimensions both for expectations and perceptions are obtained in order to examine the gap between these two gathered data. To determine the discrepancies between expectations and perceptions, these mean scores are compared to one another. Every service quality dimension’s disparity in terms of quality are assessed. The research’s conclusions point out the crucial areas that need to be improved and concentrated on in order to keep a competitive edge and offer top-notch services in the health care industry.