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Assessing the Service Quality of Some Selected Hospitals in Karachi Research patients’ satisfaction. The findings indicate that the management of the private hospital considered in the study has to work in the areas that appeared as the significant determinants of patients’ satisfaction. They have to especially focus on shortening the waiting time of the patients and make sure the availability of the doctors at the appointed time. They have also to focus on the affordability aspect of the service. The regression model obtained for the semi-public hospital has resulted in the factors of reliability & responsiveness, tangibility & professionalism and empathy as the statistically significant determinants of patients’ satisfaction. This model is based upon 90 respondents who have visited the selected semi-public hospital at the time of data collection. The management of this hospital has to give more emphasis on the cleanliness of the hospital and to make their staff more courteous. They have also to improve the system of fast and error free retrieval of documents and they have to make their staff more courteous and responsive because these are some of the aspects of the service quality with which patients are most dissatisfied and need immediate attention. In the public hospital selected for the study, the regression model based upon the perceptions of 66 respondents identifies the factors of reliability and responsiveness, tangibility & professionalism and empathy as the statistically significant predictors of patients’ satisfaction. According to the findings of this study the areas of immediate attention with which patients can be made more satisfied are the cleanliness of the hospital, waiting times, proper attention and guidance to the patients regarding their medical condition and feedback of the patients. The public hospitals are the only sign of hope and source of getting medical treatment for the masses as the majority of our population lives below the poverty line and they cannot afford to get medical treatment in the private hospitals. PAKISTAN BUSINESS REVIEW JULY 2011 300
Research Assessing the Service Quality of Some Selected Hospitals in Karachi In comparison with the overall regression model the factor of reliability & responsiveness is the common factor appeared with the highest factor loadings in all regression models. The factors of tangibility & professionalism and empathy have appeared in the regression models obtained for the semi-public and public sector hospitals. The factors of feedback & guidance and affordability have appeared as the determinants of patients’ satisfaction only in the regression model obtained for the private hospital. The target audience of this paper is the management of the hospitals considered in the study. The findings of this research paper highlight the areas where management of each hospital has to make improvements to increase patients’ satisfaction because the gaps in perceptions and expectations of the patients are critically important for their performance improvement. 301 PAKISTAN BUSINESS REVIEW JULY 2011
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