Quality of Service as a Predictor of Customer Satisfaction in Healthcare SectorDownload
Volume 16 Issue 1 2020
Khurram Adeel Sheikh
|Abstract||This study examines the role of quality of service as a predictor of customer satisfaction in private hospitals. Using a sample of customers of selected private hospitals in Karachi, this study used reliability statistics, Pearson correlation analysis, and OLS regression techniques to analyze the data. The results show that private hospitals are trying to deliver healthcare service that is at par with the expected standards set by their customers. The findings of this study will help the management of these hospitals to develop and implement appropriate and effective strategies that would help deliver quality healthcare services to the patients.|
|Keywords||Physical Environment, Communication, Privacy & Safety, Responsiveness, Reliability, and Patient Satisfaction.|
|Type||Research paper, manuscript, article|
|Recognized by||Higher Education Commission of Pakistan, HEC||Category||"Y"||Journal Name||IBT Journal of Business Studies||Publisher Name||ILMA University||Jel Classification||K32, P36, P46, L84||DOI||http://dx.doi.org/10.46745/ilma.jbs.2020.16.01.06||ISSN no (E, Electronic)||2409-6520||ISSN no (P, Print)||2416-8393||Country||Pakistan||City||Karachi||Institution Type||University||Journal Type||Open Access||Type of Review||Double Blind Peer Reviewed||Format||Paper Link||http://ibtjbs.ilmauniversity.edu.pk/journal/jbs/16.1/6.pdf||Page||71-87||References|| Aagja, J. P., & Garg, R. (2010). Measuring perceived service quality for public hospitals (PubHosQual) in the Indian context. International Journal of Pharmaceutical and Healthcare Marketing, 4(1), 60–83. https://doi. org/10.1108/17506121011036033
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