NEXUS BETWEEN SERVICE QUALITY AND PATIENTS SATISFACTION: A CASE OF AGHA KHAN HOSPITAL, PAKISTAN

Abstract

This study aims to measure the internal service quality and patientssatisfaction at the Agha Khan University Hospital, Karachi whereas servicequality is defined as what the customer pays accordingly, he/she will getservice. The impact and relationship of service quality on patients”satisfaction is identified by using SERVQUAL model. The expected sample sizetaken is 200 patients with ± 5% Margin of Error based on non – probabilityconvenient sampling. The number of respondent who filled the questionnaire inusable manner is 163. The target population is OPD patients and their relativeswho are involved in getting the service from the hospital management and visitsthe consulting clinics during the operating hours in morning and evening. Thedata is collected through a questionnaire consisted of 23 items having fivepoint likert scale ratings. The cronbach’s alpha of three variables is morethan 0.6 except feedback-guidance, affordability and patients’ satisfaction.The regression analysis has shown significant impact ontangibility-professionalism and feedback-guidance while no impact on othervariables. Further, the results have shown significant relationship betweenSERVQUAL dimensions and patients’ satisfaction.