PAKISTAN BUSINESS REVIEW - Institute of Business Management
PAKISTAN BUSINESS REVIEW - Institute of Business Management
PAKISTAN BUSINESS REVIEW - Institute of Business Management
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Assessing the Service Quality <strong>of</strong> Some Selected Hospitals in Karachi<br />
Research<br />
ASSESSING THE SERVICE<br />
QUALITY OF SOME SELECTED<br />
HOSPITALS IN KARACHI<br />
BASED ON THE SERVQUAL<br />
MODEL<br />
Rizwan Ahmed<br />
Hina Samreen<br />
College <strong>of</strong> Computer Sciences & Information Systems<br />
<strong>Institute</strong> <strong>of</strong> <strong>Business</strong> <strong>Management</strong>, Karachi<br />
Abstract<br />
The study is aimed at exploring the dimensions <strong>of</strong> the<br />
SERVQUAL model which are the significant determinants <strong>of</strong><br />
service quality, in terms <strong>of</strong> patients’ satisfaction, in the<br />
selected hospitals <strong>of</strong> Karachi. For this purpose, data was<br />
collected from 252 outpatients visiting three selected<br />
hospitals each from public sector, private sector and semipublic<br />
sector. The technique <strong>of</strong> factor analysis is used to<br />
extract the important factors on the basis <strong>of</strong> responses<br />
obtained from patients. Factor analysis resulted in five<br />
factors. The key findings <strong>of</strong> this study are the regression<br />
models obtained for all three hospitals. These models have<br />
the predictors that are statistically significant determinants<br />
<strong>of</strong> the patients’ satisfaction for each hospital.<br />
Keywords: SERVQUAL, Patients satisfaction, public<br />
hospitals, private hospitals, semi public hospitals<br />
JEL Classification: I10, I11<br />
<strong>PAKISTAN</strong> <strong>BUSINESS</strong> <strong>REVIEW</strong> JULY 2011<br />
266
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