PAKISTAN BUSINESS REVIEW - Institute of Business Management

Assessing the Service Quality of Some Selected Hospitals in Karachi
Research
19(a). Feedback is obtained from patients.
19. 1 2 3 4 5
19(a). 1 2 3 4 5
strongly disagree
strongly agree
20. Service should be available round the clock.
20(a). Services are available round the clock.
20. 1 2 3 4 5
20(a). 1 2 3 4 5
strongly disagree
strongly agree
21. Doctors /staff should have patients’ best interests at heart.
21(a). Doctors /staff have patients’ best interests at heart.
21. 1 2 3 4 5
21(a). 1 2 3 4 5
strongly disagree
strongly agree
22. Doctors/staff should understand the specific needs of patients.
22(a). Doctors/staff understand the specific needs of patients.
22. 1 2 3 4 5
22(a). 1 2 3 4 5
strongly disagree
strongly agree
23. Hospital should have adequate parking facilities.
23(a). Hospital has adequate parking facilities.
23. 1 2 3 4 5
23(a). 1 2 3 4 5
strongly disagree
strongly agree
24. The location should be accessible.
24(a). The location is accessible.
24. 1 2 3 4 5
24(a). 1 2 3 4 5
strongly disagree
strongly agree
25. The charges for the services rendered should be affordable.
25(a). The charges for the services rendered are affordable.
25. 1 2 3 4 5
25(a). 1 2 3 4 5
strongly disagree
strongly agree
26. How do you rate the overall service quality of this hospital?
1 2 3 4 5
Very poor poor average good excellent
PAKISTAN BUSINESS REVIEW JULY 2011
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