IDEAS home Printed from https://ideas.repec.org/a/ksb/journl/v5y2012p62-68.html
   My bibliography  Save this article

Identifying Factors Affecting Patients’ Satisfaction against Quality of Health Care Services: An Investigation from Aga Khan Hospital Karachi

Author

Listed:
  • Fouzia Nasir

    (IIHE University, Karachi, Pakistan)

  • Gobind M. Herani

    () (Indus University, Karachi)

  • Nawaz Ahmad

    () (Indus University, Karachi)

Abstract

Main aim of this study is to identify barriers and critical success factors, which are affecting the level of patients’ satisfaction. Previous studies show that the Perception of the quality of care and patients’ satisfaction has the associations and there are bareirers which are affecting level of satisfaction. The patients were selected randomly and a questionnaire was used to evaluate the health care services provided like:diagnosis services, food services, and billing department services, emergency services, pharmacy services, physical appearance and layout of the hospital. This study concludes that the majority of the patients are satisfied with the services provided by the in-patient department of Aga khan hospital. The strengths of the organization as highlighted by patients must be continuing, on the other hand, some services need more focus, while planning and managing the health care system, like pharmacy and billing department services. The study recommends that the hospital must improve its billing system and should give discount on medicines as well.

Suggested Citation

  • Fouzia Nasir & Gobind M. Herani & Nawaz Ahmad, 2012. "Identifying Factors Affecting Patients’ Satisfaction against Quality of Health Care Services: An Investigation from Aga Khan Hospital Karachi," KASBIT Business Journals, Khadim Ali Shah Bukhari Institute of Technology (KASBIT), vol. 5, pages 62-68, December.
  • Handle: RePEc:ksb:journl:v:5:y:2012:p:62-68
    as

    Download full text from publisher

    File URL: http://kasbit.edu.pk/KBJVol_5/9%20Fouzia%20Nasir%20-%20Identifying%20Factors%20Affecting%20Patients%E2%80%99%20Satisfaction.pdf
    Download Restriction: no

    More about this item

    Keywords

    : Patient satisfaction; Health care services; Health care organizations; Agh khan hospital.;

    JEL classification:

    • I11 - Health, Education, and Welfare - - Health - - - Analysis of Health Care Markets
    • I18 - Health, Education, and Welfare - - Health - - - Government Policy; Regulation; Public Health
    • L15 - Industrial Organization - - Market Structure, Firm Strategy, and Market Performance - - - Information and Product Quality

    Statistics

    Access and download statistics

    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:ksb:journl:v:5:y:2012:p:62-68. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Yasir Jaseem) or (Bamadev Paudel). General contact details of provider: http://edirc.repec.org/data/fmkaspk.html .

    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.

    We have no references for this item. You can help adding them by using 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.

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

    IDEAS is a RePEc service hosted by the Research Division of the Federal Reserve Bank of St. Louis . RePEc uses bibliographic data supplied by the respective publishers.