PAKISTAN BUSINESS REVIEW - Institute of Business Management

Research
Assessing the Service Quality of Some Selected Hospitals in Karachi
After performing analysis of variance, the predictive
ability of the regression model was checked on the basis of
histogram and P-P Plot of the dependent variable (patients’
satisfaction) and the regression standardized residuals was
obtained. It also shows that the residuals are approximately
normally distributed, while histogram indicated some extreme
frequencies in the region having standardized residual values
between 0.6 and 1.4.
Histogram and normal P-P plot suggested that the
elimination of ‘feedback and guidance’ from the model. After
removing this factor another regression model was run. The
results of the regression model after removing the stated variable
are displayed in tables 4 (a) through 4 (c).
Model R R Square
Table 4 (a)
Model Summary b
Adjusted R
Square
Std. Error of
the Estimate
1 .831 a .691 .686 .32878
Table 4 (b)
Model
Sum of
Squares
ANOVA b
df
Mean
Square F Sig.
1 Regression 59.729 4 14.932 138.
139
Residual 26.700 247 .108
Total 86.429 251
a. Predictors: (Constant), Affordability, Reliability &
Responsibility, Tangibility & Professionalism, Empathy
b. Dependent Variable: Patients' Satisfaction
.000 a
291
PAKISTAN BUSINESS REVIEW JULY 2011