Nexus Between Service Quality Management And Patients’ Satisfaction: A Case Of Agha Khan Hospital, Pakistan
Journal Title: Stratejik Yönetim Araştırmaları Dergisi - Year 2018, Vol 1, Issue 2
Abstract
This study aims to measure the internal service quality dimensions and patients satisfaction at the Agha Khan University Hospital, Karachi whereas service quality is defined as what the customer pays accordingly, he/she gets service. Data from 163 respondents was collected through a self-administered questionnaire consisting of 23 items on Likert scale. The overall reliability of the questionnaire is 0.85 (Cronbach’s alpha). The findings show that tangibility-professionalism (H1a) and feedback-guidance (H1d) affect patients’ satisfaction. Further, the results have shown significant relationship between SERVQUAL dimensions and patients’ satisfaction.
Authors and Affiliations
Farhan Ahmed, Muhammad Farooq Jan, İlknur ÖZTÜRK
Keywords
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