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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Assessing the Service Quality <strong>of</strong> Some Selected Hospitals in Karachi<br />
Research<br />
Notes<br />
1- It is based upon three dimensions, technical, functional<br />
and image to determine the service quality instead <strong>of</strong><br />
functional quality dimension that is characterized by five<br />
components in the original SERVQUAL model.<br />
2- It includes the services <strong>of</strong> doctors and nurses, clinical<br />
treatment received, the way the patients were managed or<br />
treated, and the information given about the condition <strong>of</strong><br />
patient<br />
3- It includes clean liness, environmen t, noise in ward,<br />
management <strong>of</strong> visitors, registration process, comfort <strong>of</strong><br />
waiting room, atmosphere <strong>of</strong> pharmacy.<br />
4- It was determined by taking 20% <strong>of</strong> the patients selected as<br />
the respondents who visited the hospitals during data<br />
collection period.<br />
5- It is the degree to which individual regards the health care<br />
service or product or the manner in which it is delivered by<br />
the provider as useful, effective or beneficial.<br />
Source: www.biology-online.org/dictionary/<br />
patient_satisfaction<br />
6- How do you rate the overall service quality <strong>of</strong> this hospital?<br />
<strong>PAKISTAN</strong> <strong>BUSINESS</strong> <strong>REVIEW</strong> JULY 2011<br />
302
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