Article | Open Access | Published: 28 July 2020
Quality of Service as a Predictor of Customer Satisfaction in Healthcare Sector
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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.
Publisher:
ILMA UNIVERSITY
Published:
28 July 2020
Issue:
Issue 1 : Volume 16
E-ISSN:
2409-6520
P-ISSN:
2414-8393
This is an open access article distributed under the terms of the Creative Commons Attribution CC BY 4.0 license, which permits any use, distribution, and reproduction of the work without further permission provided the original author(s) and source are credited.