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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Research<br />
Assessing the Service Quality <strong>of</strong> Some Selected Hospitals in Karachi<br />
Y (patients’ satisfaction) = 1.579 + 0.298 (reliability &<br />
responsiveness) + 0.196 (feedback & guidance) + 0.107<br />
(affordability)<br />
Table 6 (a) and 6 (b), gives the results for the regression<br />
model obtained for the semi-public hospital based upon the<br />
perceptions <strong>of</strong> 90 respondents. The R square value for the model<br />
is 0.775 with the standard error estimate for the model was 0.3.<br />
ANOVA was statistically significant with the F value <strong>of</strong> 98.832.<br />
T a ble 6 (a ) & (b) (M od el Sum m a ry fo r Sem i-priv a te<br />
ho sp ita l)<br />
M o del Su mm a ry<br />
M o d el R R Sq uare<br />
A d ju sted R<br />
Sq u are<br />
Std . E rro r <strong>of</strong><br />
th e E sti mate<br />
1 .88 0 a .7 75 .76 7 .30 0 28<br />
a. Pred icto rs: (Co nstant), em p athy , tang ib ility &<br />
p r<strong>of</strong>essio nali sm , reliab ilit y & resp on siv en ess<br />
Model<br />
Sum <strong>of</strong><br />
Squares<br />
ANOVA b<br />
df<br />
Mean<br />
Square F Sig.<br />
1 Regression 26.734 3 8.911 98.832 .000 a<br />
Residual 7.754 86 .090<br />
Total 34.489 89<br />
a. Predictors: (Constant), empathy, tangibility &<br />
pr<strong>of</strong>essionalism, reliability & responsiveness<br />
b. Dependent Variable: patients' satisfaction<br />
295<br />
<strong>PAKISTAN</strong> <strong>BUSINESS</strong> <strong>REVIEW</strong> JULY 2011
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