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An Assessment Of Service Quality of Private Hospitals in Pakistan: A Patient Perspective

Author

Listed:
  • Syed Muhammad Irfan

    (COMSATS Institute of Information Technology, Lahore, Pakistan)

  • Aamir Ijaz

    (Institute of Quality and Technology Management, University of the Punjab, Lahore, Pakistan)

  • Saman Shahbaz

    (Institute of Quality and Technology Management, University of the Punjab, Lahore, Pakistan)

Abstract

Competitive environment among the industrial and service sector has also influenced the healthcare especially hospitals in private sector. There is a tremendous growth in private hospitals during the last couple of years, due to inadequate healthcare facilities available at public hospitals to meet the 169.6 million people of Pakistan. This factor had provided an opportunity for the private hospitals to fill this gap by providing better healthcare services to the patients that leads to patient satisfaction. This paper aimed to evaluate the service quality delivered by the private hospitals in Pakistan based on patient perception. A questionnaire is developed based on SERVQUAL model comprised of 22 variables representing five service quality dimensions; empathy, tangible, assurance, timeliness and responsiveness. The statistical analysis of this study provides an insight that service quality of the private hospitals meets patient satisfaction.

Suggested Citation

  • Syed Muhammad Irfan & Aamir Ijaz & Saman Shahbaz, 2011. "An Assessment Of Service Quality of Private Hospitals in Pakistan: A Patient Perspective," Indian Journal of Commerce and Management Studies, Educational Research Multimedia & Publications,India, vol. 2(2), pages 20-32, March.
    • Handle: RePEc:aii:ijcmss:v:2:y:2011:i:2:p:20-32
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    References listed on IDEAS

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    1. Judge, Timothy A. & Hulin, Charles L., 1993. "Job Satisfaction as a Reflection of Disposition: A Multiple Source Causal Analysis," Organizational Behavior and Human Decision Processes, Elsevier, vol. 56(3), pages 388-421, December.
    2. Sungchul Yoon & Hyunsuk Suh, 2004. "Ensuring IT Consulting SERVQUAL and User Satisfaction: A Modified Measurement Tool," Information Systems Frontiers, Springer, vol. 6(4), pages 341-351, December.
    3. Andaleeb, Syed Saad, 2000. "Service quality in public and private hospitals in urban Bangladesh: a comparative study," Health Policy, Elsevier, vol. 53(1), pages 25-37, August.
    4. Andaleeb, Syed Saad, 2001. "Service quality perceptions and patient satisfaction: a study of hospitals in a developing country," Social Science & Medicine, Elsevier, vol. 52(9), pages 1359-1370, May.
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    Cited by:

    1. Muhammad Kashif & Umair Altaf & Hafiz M. Ayub & Umer Asif & John C. Walsh, 2014. "Customer Satisfaction at Public Hospitals in Pakistan: PAKSERV Application," Global Business Review, International Management Institute, vol. 15(4), pages 677-693, December.

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