PAKISTAN BUSINESS REVIEW - Institute of Business Management

Assessing the Service Quality of Some Selected Hospitals in Karachi
Research
Conclusions and Recommendations
The paper provides health care managers and
administrators an opportunity to identify the dimensions of the
service quality in which larger gaps between the patients’
expectations and perceptions were found in the three hospitals.
In this context, the gap analysis has revealed that the following
items have very large gaps.
Availability of informative brochures
Error free and fast retrieval of documents
Waiting times
Counseling of patients regarding their
treatment
Feedback of patients regarding service quality
Affordability of charges
Hospital-based comparison identifies that the maximum
gap regarding availability of informative brochures has been
observed among the respondents who have visited the public
hospital. This result is expected because of the fact the public
hospitals are not profit oriented but service oriented entities and
their spending depends upon the governments’ budgetary
allocations and for that reason public sector hospitals have much
less to spend on informative brochures as compared to the private
sector hospitals. Error free and fast retrieval of documents is the
area of concern for the respondents who have visited the semiprivate
hospital. Waiting time is the area of grievance among the
visitors of the private hospital. Respondents of public hospitals
have rated the items ‘medical condition thoroughly’, ‘feedback
obtained from patients’ and ‘affordability of charges’ in a way
that gives the larger gaps between their expectations and
perceptions regarding quality of service that they are provided.
Table 8 gives the summary of the regression models that were
run in this study.
PAKISTAN BUSINESS REVIEW JULY 2011
298