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

Muzna Ashfaq, Amir Manzoor (), Liaqat Ali and Khurram Adeel Sheikh4
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Muzna Ashfaq: Bahria University1
Amir Manzoor: Bahria University1
Liaqat Ali: Bahria University1
Khurram Adeel Sheikh4: Bahria University1

IBT Journal of Business Studies (JBS), 2020, vol. 16, issue 1, 71-87

Abstract: This study examines 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 analyse 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 management of these hospitals to develop and implement appropriate and effective strategies that would be helpful in delivering quality healthcare services to the patients.

Keywords: Physical Environment; Communication; Privacy & Safety; Responsiveness; Reliability; and Patient Satisfaction. (search for similar items in EconPapers)
Date: 2020
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Persistent link: https://EconPapers.repec.org/RePEc:aib:ibtjbs:v:16:y:2020:i:1:p:71-87

DOI: 10.46745/ilma.jbs.2020.16.01.06

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