IDEAS home Printed from https://ideas.repec.org/a/aib/ibtjbs/v16y2020i1p71-87.html
   My bibliography  Save this article

Quality of Service as a Predictor of Customer Satisfaction in Healthcare Sector

Author

Listed:
  • Muzna Ashfaq

    (Bahria University1)

  • Amir Manzoor

    (Bahria University1)

  • Liaqat Ali

    (Bahria University1)

  • Khurram Adeel Sheikh4

    (Bahria University1)

Abstract

This study examines role of quality of service as a predictor of customer satisfaction in private hospitals.Using a sample of customers of selected private hospitals in Karachi, this study used reliability statistics, Pearson correlation analysis, and OLS regression techniques to analyse the data.The results show that private hospitals are trying to deliver healthcare service that is at par with the expected standards set by their customers.The findings of this study will help management of these hospitals to develop and implement appropriate and effective strategies that would be helpful in delivering quality healthcare services to the patients.

Suggested Citation

  • Muzna Ashfaq & Amir Manzoor & Liaqat Ali & Khurram Adeel Sheikh4, 2020. "Quality of Service as a Predictor of Customer Satisfaction in Healthcare Sector," IBT Journal of Business Studies (JBS), Ilma University, Faculty of Management Science, vol. 16(1), pages 71-87.
    • Handle: RePEc:aib:ibtjbs:v:16:y:2020:i:1:p:71-87
    DOI: https://doi.org/10.46745/ilma.jbs.2020.16.01.06
    as

    Download full text from publisher

    File URL: http://ibtjbs.ilmauniversity.edu.pk/journal/jbs/16.1/6.pdf
    Download Restriction: no
    File URL: https://libkey.io/https://doi.org/10.46745/ilma.jbs.2020.16.01.06?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. , Suyitno, 2017. "Quality Of Health Service And Its Effect On Patient Satisfaction In Dr. Syaiful Anwar Hospital Of Malang Indonesia," OSF Preprints ymgzb, Center for Open Science.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Muzna Ashfaq & Amir Manzoor & Liaqat Ali & Khurram Adeel Sheikh4, 2020. "Quality of Service as a Predictor of Customer Satisfaction in Healthcare Sector," IBT Journal of Business Studies (JBS), Ilma University, Faculty of Management Science, vol. 16(1), pages 16-16.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:aib:ibtjbs:v:16:y:2020:i:1:p:71-87. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Syed Kashif Rafi (email available below). General contact details of provider: https://edirc.repec.org/data/fmilmpk.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.