PAKISTAN BUSINESS REVIEW - Institute of Business Management

Assessing the Service Quality of Some Selected Hospitals in Karachi
Research
M ode l
1 R egress i
on
S um o f
S qu are s
A NO VA b
df
M e an
S qu are F S ig.
1 1.0 03 3 3. 668 3 2.6 64 .0 00 a
R esid ual 1 0.3 30 9 2 . 112
To ta l 2 1.3 33 9 5
a . P re di c tors : (C o nst a nt ), a fforda b il it y, re l ia bi li ty &
re spo ns ive n e ss, fe e dba c k & gu id an c e
b. Depe n de nt Varia b le : pa t ie nt s' sa t is fa c t io n
Model
Coefficients a
Unstandardized
Coefficients
B
Std.
Error
Standardized
Coefficients
Beta
t
Sig.
1 (Constant) 1.579 .232 6.813 .000
reliability &
responsiveness
feedback &
guidance
.298 .070 .349 4.241 .000
.196 .045 .367 4.371 .000
affordability .107 .043 .202 2.486 .015
a. Dependent Variable: patients' satisfaction
Table 5 summarizes the results of the regression model
that is obtained for the private hospital based upon the
perceptions of 95 respondents. It has a R square value of 0.516
with the standard error of the estimate 0.33509. ANOVA showed
an F value of 32.664 and reliability & responsiveness, feedback
& guidance and affordability appeared as the strong predictors
of patients’ satisfaction with the p-values below 0.02.The
regression model obtained for the private hospital is:
PAKISTAN BUSINESS REVIEW JULY 2011
294