PAKISTAN BUSINESS REVIEW - Institute of Business Management

Assessing the Service Quality of Some Selected Hospitals in Karachi
Research
In Responsiveness, the item “attitude of doctors and
staff instill confidence in patients” has the minimum mean
difference of 0.9583 for the private hospital and the item “waiting
time should not exceed one hour” has the maximum mean rating
of 2.0833 for the private hospital.
In Assurance, the item “patients are treated with dignity
and respect” has the minimum mean difference of 0.875 for the
private hospital and the item “patients are explained their medical
condition thoroughly has the highest mean difference of 2.1515
for the public hospital.
For Empathy, the item “services are available round the
clock” is found with the minimum value of 0.8788 lowest for the
public hospital and the item “feedback is obtained from patients
has the highest mean difference of 2.4545 for the public hospital.
For Accessibility & Affordability, the item “the location
is accessible” has the minimum mean difference of 0.7708 for the
private hospital and the maximum difference of 2.3333 in mean
ratings is observed for the item “charges for the services
rendered are affordable” for the public hospital.
In the second stage, exploratory factor analysis was
performed (see Appendix 2 for SPSS output of Factor Analysis),
by taking the ratings of the perception of respondents regarding
each item then these extracted factors were used to determine
patients’ satisfaction. The results are displayed in table 2.
Five factors were extracted as a result of factor analysis.
According to the nature of the items that were loaded on a factor;
they are named as Tangibility & Professionalism, Reliability &
responsiveness, Assurance & Empathy, Feedback, and
Affordability.
PAKISTAN BUSINESS REVIEW JULY 2011
286