SERVICE QUALITY DIMENSIONS AND PATIENT SATISFACTION: A TWO-SIDED EMPIRICAL APPROACH

Authors

  • Syed Khayam Ali Shah National Defence University Islamabad
  • Noor Ul Hadi Foundation University Islamabad

Abstract

Background: The present study attempts to investigate the impact of service quality dimensions (perceptions of patients as well as service providers) on patient satisfaction in public sector hospitals of Khyber Pakhtunkhwa province. The need to conduct research in this area is due to the growing importance of service quality in the healthcare sector. Thus, examining the two-sided role of service quality dimensions on patient satisfaction in the Province of KP is the main rationale behind the present study. Methods: The data was conveniently collected from a sample of 600 patients and 200 service providers from six district headquarter hospitals. The hypothesized relationships were tested via multiple regression analysis with the application of SPSS-23. Results: Interestingly, divergent results were found from both perspectives. Six dimensions of service quality were found critical by the patients for their satisfaction whereas, only one dimension was found to be critical for patient satisfaction from service providers’ perspective signifying that service providers are not meeting the expectations of the patients. Conclusions: The present study suggests the formulation of a sound patient-centred strategy in which patients are placed as value co-creators to increase their satisfaction with the services offered in public hospitals at KP Province, Pakistan. The study also discussed limitations, implications and future research directions.Keywords: patient satisfaction; service quality; health sector; Khyber Pakhtunkhwa

Author Biographies

Syed Khayam Ali Shah, National Defence University Islamabad

District Monitoring Officer, Independent Monitoring Unit, Health Department, Khyber Pakhtunkhwa

Noor Ul Hadi, Foundation University Islamabad

Dr. Noor Ul Hadi is an alumni of Peshawar University, where he graduated with a B. Com (Hons) and M. Com. He earned his PhD in Management from Universiti of Kuala Lumpur Business School and M. Phil in Management Science (course work) from Qurtuba University of Science and Information Technology. He is the author of several articles and a book. Currently he is serving as Assistant Professor in the Faculty of Business & Technology, Department of Business Administration at Foundation University, Islamabad. 

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Published

2019-11-30