PAKISTAN BUSINESS REVIEW - Institute of Business Management

Research
Assessing the Service Quality of Some Selected Hospitals in Karachi
The regression models were measured in two steps:
First, by considering all 252 observations and second them three
regression models that were obtained for three hospitals
based upon thedata collected from each hospital.
IV. Findings & Discussion
At the first stage of our analysis, the study has been
focused on the gap analysis (the difference in the ratings of
expectations and perceptions of the respondents). For each item
of the questionnaire, the study identified the maximum and
minimum gaps so that the areas of strengths and weaknesses for
each hospital. In Table 1, only maximum and minimum gaps in the
items related to each dimension were presented for all the three
hospitals.
In tangibility, the item “doctors/staff are neat in
appearance” has minimum difference of 0.7292 for the private
hospital while the item “informative brochures are available” has
the maximum differences of 1.7879 for the public hospital.
In Reliability, the item “doctor/staff are professional and
competent” has the minimum value of 0.9167 for the private hospital
and the item “system of error free and fast retrieval of documents”
has the maximum value of 1.7556 for the semi-public hospital.
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PAKISTAN BUSINESS REVIEW JULY 2011