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 />
The reliability coefficients (Cronbach Alpha) are all<br />
greater than 0.5 (see appendix 3) and ranged from 0.577 to 0.865<br />
except for the factor (named as affordability) for which the value<br />
is below the cut <strong>of</strong>f value <strong>of</strong> 0.6. The total variance explained on<br />
the basis <strong>of</strong> rotated factor loading is 63.349. The average<br />
variances extracted by each <strong>of</strong> factors are 17.555 (tangibility &<br />
pr<strong>of</strong>essionalism), 15.754 (reliability & responsiveness), 13.851<br />
(assurance & empathy), 9.690 (feedback & guidance) and 6.498<br />
(affordability) respectively. Chart 3 gives the flow chart <strong>of</strong><br />
determinants with alpha (α) values and average variance extracted<br />
by each factor.<br />
CHART 3 – Determinants <strong>of</strong> Patients’ Satisfaction extracted from Exploratory<br />
Factor Analysis with Cronbach Alpha and Average Variance Extracted Values<br />
Tangibility &<br />
Pr<strong>of</strong>essionalism<br />
Reliability &<br />
Responsiveness<br />
α=0.838,<br />
AVE =17.555%<br />
α=0.865,<br />
AVE =15.754%<br />
Assurance &<br />
Empathy<br />
α=0.752,<br />
AVE =13.851%<br />
Patients’<br />
Satisfaction<br />
Feedback &<br />
Guidance<br />
α=0.557,<br />
AVE =9.690%<br />
α=0.851,<br />
AVE =6.468%<br />
Affordability<br />
a<br />
<strong>PAKISTAN</strong> <strong>BUSINESS</strong> <strong>REVIEW</strong> JULY 2011<br />
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