NEXUS BETWEEN SERVICE QUALITY AND PATIENTS SATISFACTION: A CASE OF AGHA KHAN HOSPITAL, PAKISTAN

Yıl 2018, Cilt: 1 Sayı: 2, 113 - 135, 30.09.2018

Farhan Ahmed , Muhammad Farooq Jan , İlknur Ozturk

Öz

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

Öz

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

Kaynakça

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