NEXUS BETWEEN SERVICE QUALITY AND PATIENTS SATISFACTION: A CASE OF AGHA KHAN HOSPITAL, PAKISTAN
This study aims to measure the internal service quality and patients satisfaction at the Agha Khan University Hospital, Karachi whereas service quality is defined as what the customer pays accordingly, he/she will get service. The impact and relationship of service quality on patients” satisfaction is identified by using SERVQUAL model. The expected sample size taken is 200 patients with ± 5% Margin of Error based on non – probability convenient sampling. The number of respondent who filled the questionnaire in usable manner is 163. The target population is OPD patients and their relatives who are involved in getting the service from the hospital management and visits the consulting clinics during the operating hours in morning and evening. The data is collected through a questionnaire consisted of 23 items having five point likert scale ratings. The cronbach’s alpha of three variables is more than 0.6 except feedback-guidance, affordability and patients’ satisfaction. The regression analysis has shown significant impact on tangibility-professionalism and feedback-guidance while no impact on other variables. Further, the results have shown significant relationship between SERVQUAL dimensions and patients’ satisfaction.
Anahtar Kelimeler:
Service Quality, SERVQUAL model, Patients’ Satisfaction
NEXUS BETWEEN SERVICE QUALITY AND PATIENTS SATISFACTION: A CASE OF AGHA KHAN HOSPITAL, PAKISTAN
This study aims to measure the internal service quality and patients satisfaction at the Agha Khan University Hospital, Karachi whereas service quality is defined as what the customer pays accordingly, he/she will get service. The impact and relationship of service quality on patients” satisfaction is identified by using SERVQUAL model. The expected sample size taken is 200 patients with ± 5% Margin of Error based on non – probability convenient sampling. The number of respondent who filled the questionnaire in usable manner is 163. The target population is OPD patients and their relatives who are involved in getting the service from the hospital management and visits the consulting clinics during the operating hours in morning and evening. The data is collected through a questionnaire consisted of 23 items having five point likert scale ratings. The cronbach’s alpha of three variables is more than 0.6 except feedback-guidance, affordability and patients’ satisfaction. The regression analysis has shown significant impact on tangibility-professionalism and feedback-guidance while no impact on other variables. Further, the results have shown significant relationship between SERVQUAL dimensions and patients’ satisfaction.
Keywords:
Service Quality, SERVQUAL model, Patients’ Satisfaction,
___
- Andaleeb, S. S. (2001). Service quality perceptions and patient satisfaction: a study of hospitals in a developing country. Social science & medicine, 52(9), 1359-1370.
- Andaleeb.S (1992) ,”Caring for children: A model of healthcare service quality in Bangladesh” , International Journal for Quality in Health Care, 20 (5) 339–345
- Babakus.E,Mangold.G (1992), “Adapting the SERVQUAL Scale to Hospital Services”: An Empirical investigation , Health Services Research 26:6
- Boudreaux, E. D., & O'Hea, E. L. (2004). Patient satisfaction in the emergency department: a review of the literature and implications for practice. The Journal of emergency medicine, 26(1), 13-26.
- Charborty. R & Majumdar ,A. (2011). Measuring consumer satisfaction in health care sector: The applicability of SERVQUAL. Journal of Arts, Science & Commerce, II (4)
- Clancy, K. J., & Shulman, R. S. (1994). Mitos do marketing que estão matando seus negócios.
- Cronin Jr, J. J., & Taylor, S. A. (1994). SERVPERF versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurement of service quality. The Journal of Marketing, 125-131.
- Karassavidou, E., Glaveli, N., Papadopoulos, C. T., (2009), “Health Care Quality in Greek NHS Hospitals: No one knows better than patients”, Measuring Business Excellence, 13(1), 34-46.
- Lim, P.C. and Tag, N.K. (2000), “A study of patients’ expectations and satisfaction in Singapore hospital”, International Journal of Health Care Quality Assurance, 13,(7), 290-299.
- Manaf.N and Nooi.P (2009). “Patient Satisfaction as an Indicator of Service Quality in Malaysian Public Hospitals”, Asian Journal on Quality, 10(1), 77 – 87Management Practice
- Miranda, F.J., Chamorro, A., Murillo, L.R., Vega, J. (2010) “Adapting the SERVQUAL Scale to Primary Health Care Services in Spain: Managers vs. Patients perceptions”, J. Public Health
- Mittal, B. (2000). Determinants of vendor patronage in business service markets: an integrative model. Journal of Business-to-Business Marketing, 6(4), 1-32.
- Mostafa, M.M. (2006), An empirical study of patients; expectations and satisfaction in Egyptian Hospitals”,International Journal of Health Care Quality Assurance, 18(7), 516-32
- Oliveria, O.J., and Ferreira, E.C., “Adaptation and application of the SERVQUAL scale in higher education”, POMS 20th Annual Conference.
- Padma, P., Rajendran, C., & Lokachari, P. S. (2010). Service quality and its impact on customer satisfaction in Indian hospitals: Perspectives of patients and their attendants. Benchmarking: An International Journal, 17(6), 807-841.
- Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991).Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67(4), 420–450.
- Parasuraman, A., Valarie, A., Zeithaml, Berry, L. L. (1985), “ A Conceptual model of Service Quality and Its Implications for Future Research”, Journal of Marketing Vol.49 (Fall 1985), pp 41-50
- Parasuraman, A., Zeithaml, V.A., and Berry, L. (1988), “SERVQUAL: A Multiple-item Scale for Measuring Consumer Perceptions of Service Quality”, Journal of Retailing, 64, 12-40.
- Ramsuran-Fowdar RR (2005). Identifying health care quality attributes.J. Health and Human Services Administration. Winter /Spring 27( ¾): 428-444
- Sohail, M. S.,(2003), “Service quality in hospitals: more favorable than you might think”, Managing service Quality, 13(3), 197-206
- Vandamme, R., & Leunis, J. (1993). Development of a multiple-item scale for measuring hospital service quality. International Journal of Service Industry Management, 4(3), 30-49.
- Vinagre, M. H., Neves, J., (2008)”The influence of service quality and patients’ emotions on satisfaction”, International Journal of Health Care Quality Assurance 21(1), 87-103
- Yesilada.F and Direktor. E., (2010) “Health care service quality:A comparison of public and private hospitals”, African Journal of Business management ,4(6), 962-971
- ISSN: 2636-7793
- Yayın Aralığı: Yılda 2 Sayı
- Başlangıç: 2018
- Yayıncı: Kubilay ÖZYER
Sayıdaki Diğer Makaleler
Yasemin TATLI, Selçuk KORUCUK, Hamit ERDAL
NEXUS BETWEEN SERVICE QUALITY AND PATIENTS SATISFACTION: A CASE OF AGHA KHAN HOSPITAL, PAKISTAN
Farhan AHMED, Muhammad FAROOQ JAN, İlknur OZTURK
ORGANİZASYONLARDA HEDEFE ULAŞMAKTA STRATEJİK DENETİM ZORLUKLARI