PAKISTAN BUSINESS REVIEW - Institute of Business Management

Research
Assessing the Service Quality of Some Selected Hospitals in Karachi
The regression model for the Public Hospital is:
Y (patients’ satisfaction) = 0.875 + 0.195 (tangibility &
Professionalism) + 0.366 (reliability & responsiveness) +
0.161 (empathy)
Table 7 (Regression model for Public Hospital)
Mo del R R Squ are
M odel Summ ary
Adjusted R
Sq uare
Std. E rro r of the
Estimate
1 .87 7 a .7 69 . 75 8 .32513
a. Pred ictors: (Con stan t), e mp athy , reliability &
respon siveness, tangibility & pro fession alism
Mo del
A NO V A b
S um of
Sq uares
d f
Mean
Sq uare F Sig .
1 Reg res si on 21 .8 09 3 7 .27 0 68. 7
7 0
Res id ual 6 .55 4 62 .10 6
Tot al 28 .3 64 65
a. Predi ct ors : (C on st ant), emp ath y, rel iab ili ty &
res po nsi ven ess, tan gib il it y & p rofess ion ali sm
b. D epend ent Variab le: pati ent s' sat isfact io n
M odel
Co efficients a
Un standardized
Coefficients
B
Std .
Error
Standardized
Coefficients
Beta
t
Sig.
1 (Constant) .875 . 237 3.6 93 . 00 0
tangibility
&
professiona
lism
reliability
&
respon sive
ness
Assuran ce
& empathy
.195 . 113 .208 1.7 20 . 09 0
.366 . 072 .508 5.0 76 . 00 0
.161 . 087 .227 1.8 54 . 06 9
a. D ependent Variable: patients' satisfaction
. 000
a
297
PAKISTAN BUSINESS REVIEW JULY 2011