Quality of Service as a Predictor of Customer Satisfaction in Healthcare Sector


Volume 16 Issue 1 2020


Muzna Ashfaq
Bahria University.

Amir Manzoor
Bahria University.

Liaqat Ali
Bahria University.

Khurram Adeel Sheikh
Bahria University.

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.
Year 2020
Volume 16
Issue 1
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 PDF
Paper Link http://ibtjbs.ilmauniversity.edu.pk/journal/jbs/16.1/6.pdf
Page 71-87
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