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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
Research Assessing the Service Quality of Some Selected Hospitals in Karachi Hosptial Table 8 – Summary of the Regression Models Determinants of Patients' Satisfaction Regression Coefficient Significance Constant 0.632 0.0000 Tangibility & Professionalism 0.222 0.0000 R- Square All Reliability & Responsiveness 0.343 0.0000 0.691 Assurance & Empathy 0.189 0.0000 Affordability 0.058 0.0200 Constant 1.579 0.0000 Private Reliability & Responsiveness 0.298 0.0000 0.516 Feedback & Guidance 0.196 0.0000 Affordability 0.107 0.0150 Semi- Public Constant 0.375 0.0480 Tangibility & Professionalism 0.283 0.0000 Reliability & Responsiveness 0.325 0.0000 0.775 Assurance & Empathy 0.282 0.0000 Public Constant 0.875 0.0000 Tangibility & Professionalism 0.195 0.0900 0.769 Reliability & Responsiveness 0.366 0.0000 Assurance & Empathy 0.161 0.0690 The technique of regression analysis, when applied to the entire data set, has shown that the factors reliability & responsiveness, tangibility & professionalism, Empathy and Affordability as the statistically significant determinants of patients’ satisfaction. In the regression model obtained on the basis of perceptions of 95 respondents in the private hospital, the factors reliability & responsiveness, feedback and guidance, and affordability are found statistically significant determinants of 299 PAKISTAN BUSINESS REVIEW JULY 2011
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PBR ISSN 1561-8706 PAKISTAN BUSINES
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