PAKISTAN BUSINESS REVIEW - Institute of Business Management

Research
Assessing the Service Quality of Some Selected Hospitals in Karachi
Lim and Tang (2000) included a question about
consistency of charges in the same dimension and we are also
considering this question. (Question no. 10).
The fourth dimension Responsiveness is defined as
Willingness to help customers and provide prompt service.
Questions related to “provide prompt services”, and
“willingness of doctors and health staff to help patients” was
considered as a part of responsiveness dimension, by Babakus
(1992), Lim and Tang (2000), Sohail (2003), Mostafa (2005),
Karassavidou (2009) and we are also including these questions
under this dimension. (Question no. 11 and question no. 12)
Our next question is about waiting time in health centers, was
also the part of Lim and Tang (2000) and Miranda (2010) (Question
no. 14).
The fifth dimension Assurance, consists of questions
related to competence, courtesy, credibility and security,
Knowledge and ability to inspire trust and confidence.
In this dimension, we are considering a question
regarding Secure feeling of patients, receiving medical services,
was previously used by Babakus (1992), Sohail (2003), Mostafa
(2005), Karassavidou (2009), Miranda (2010).
We have also added a question in this dimension, “Do
the Attitude and behavior of doctors/staff instill confidence in
patients?”(Question no. 13), adapted by the previous studies of
Lim and Tang (2000), Sohail (2003), Mostafa (2005), Karassavidou
(2009).
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PAKISTAN BUSINESS REVIEW JULY 2011