The Impact of Service Quality Dimensions on Patient Satisfaction in the Private Healthcare Industry in Pakistan

Rehaman B,Husnain M

doi:10.4172/2471-9781.100044

Abstract

The present study examines the “The impact of service quality dimensions on patient satisfaction in the private health sector located in district Sargodha, Pakistan. Service quality is considered to be as one of the significant factor to keep people safe and health from diseases. The study has been carried out by employing questionnaire as data collection techniques by designing 21 items on a five point likert scale. The sample size of the study is composed of 380 respondents from district Sargodha. The results of the study reveals that the most important factor that impact on service quality dimension is tangible “(Physical facilities, equipment, and appearance of personnel)” and empathy “(Caring, individualized attention the firm provides its customers)” so these are the most important factors of SERVQUAL model that impact on service quality. Future research may explore the service quality in various sectors in Pakistan in general and in the Sargodha region in particular.

Highlights

In the last three decades, there has been incrementing the interest internationally in the quality of health care services, as standards of living have transmuted and there is an ordinant dictation for better medical care to amend lifestyles
Amending the quality of medical care accommodations has become a primary concern for patients so in order to provide better accommodation to patients service quality has become increasingly paramount for hospitals in reverence of gratifying and retaining patients [1]
As Quality of Life is badly affected in health care services more than of any other service sector [2] so health care providers that fail to understand the importance of delivering service quality and customer satisfaction may be inviting a possible loss of patients [3,4]; Patients are becoming more and more conscious about the quality of health care accommodations provided by hospitals [5,6]

Summary

Introduction

In the last three decades, there has been incrementing the interest internationally in the quality of health care services, as standards of living have transmuted and there is an ordinant dictation for better medical care to amend lifestyles. Amending the quality of medical care accommodations has become a primary concern for patients so in order to provide better accommodation to patients service quality has become increasingly paramount for hospitals in reverence of gratifying and retaining patients [1]. Consumers of health care accommodations have exceptionally higher prospects and authoritatively mandate a high caliber of precision, reliability, responsiveness and empathy from accommodation providers [7,8,9]. Customer satisfaction is an important aspect for service organizations and is highly related to service quality [17,18,19,20]

Objectives

Findings

Discussion

Conclusion