Mushtaq, Naveed
[Verfasser:in]
;
Mirza, Hammad Hassan
[Sonstige Person, Familie und Körperschaft];
Ali Asghar, Muhammad Jam e Kausar
[Sonstige Person, Familie und Körperschaft]
Service Quality Gap and Customer Satisfaction Among Public versus Private Hospitals of Pakistan
Anmerkungen:
In: Social Science International Journal of Business and Management Research, Vol. 2, No. 1, p. 111, January 2012
Nach Informationen von SSRN wurde die ursprüngliche Fassung des Dokuments January 10, 2012 erstellt
Beschreibung:
The first major objective of this study is to explore the service quality level of Public and Private Hospitals in Pakistan from perspective of customers. Secondly, the satisfactions level of consumers towards the services provided by these health care providers in general is investigated. The measurement instrument used in this study is based on famous SERVQUAL model. In this study an attempt has been made for this first time to explore the service quality gap by means of making a comparison between customers' expectations and their actual perceptions towards the service provided. The results have shown an alarming situation where public hospitals are far away from the customer expectations. Furthermore there is an extreme need for training in the area of customer relationship management for both public and private hospital staff. Looking at the situation it is highly recommended that the government should take a country wide initiative to launch special programs where hospitals internal structures and work process are re-organized on the principles of quality management practices, through the introduction of ISO Programs. This would help in improving the service quality at each stage of the services provided by these hospitals