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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Research<br />
Assessing the Service Quality <strong>of</strong> Some Selected Hospitals in Karachi<br />
Miranda et.al. (2010) based their study on the SERVQUAL<br />
model and measured the gap between the perceptions <strong>of</strong> health<br />
managers and that <strong>of</strong> patients’. Patients’ satisfaction was taken<br />
as the dependent variable and the variables, Health staff (doctors<br />
and nurses), Efficiency (waiting times and the time it takes to<br />
resolve complaints), No Health Staff (administrative staff), and<br />
Facilities (cleanliness, equipment and the location <strong>of</strong> the health<br />
center) were taken as independent variables. The gap between<br />
the perceptions <strong>of</strong> health managers and patients were measured<br />
and most <strong>of</strong> them were found to have statistically significant<br />
negative values.<br />
Mostafa (2005) tested perceptions <strong>of</strong> service quality in<br />
Egypt from the perspective <strong>of</strong> public and private hospital patients<br />
and attempted to seek an answer to the question; how do patients<br />
evaluate service quality by using relevant dimension. A survey<br />
<strong>of</strong> a total <strong>of</strong> 500 patients, from 12 hospitals <strong>of</strong> Egypt was conducted,<br />
and resulted in 332 successfully filled questionnaires. This<br />
questionnaire was designed on the basis <strong>of</strong> the five dimensional<br />
SERVQUAL model having 5-point Likert rating scale. The results<br />
<strong>of</strong> the survey highlighted a three factor solution <strong>of</strong> the SERVQUAL<br />
model. A statistically significant difference in terms <strong>of</strong> service<br />
quality was observed between public and private hospitals.<br />
Oliveria and Ferreira’s (2008) measured service quality<br />
at a higher education institute in Brazil. This was a survey based<br />
research. The survey instrument was five dimensional SERVQUAL<br />
model. The instrument consisted <strong>of</strong> 19 items having 7 point Likert<br />
scale. The gaps between expectations and perceptions for all 19<br />
items had been measured. The questionnaire was applied to 38<br />
beginning students in the Production Engineering course. The<br />
results show that the gaps for all 19 items were negative and this<br />
implies that the expectations <strong>of</strong> the students were higher as<br />
compared to the perceptions.<br />
273<br />
<strong>PAKISTAN</strong> <strong>BUSINESS</strong> <strong>REVIEW</strong> JULY 2011
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