Open AccessREFLECTION ON QUALITY OF HEALTH SERVICES
Author(s) -
Raheel Yasin,
Ghulam Abbas Anjum
Publication year - 2015
Publication title -
the professional medical journal/the professional medical journal
Language(s) - English
Resource type - Journals
eISSN - 2071-7733
pISSN - 1024-8919
DOI - 10.29309/tpmj/2015.22.05.1260
Subject(s) - servqual , happiness , medicine , quality (philosophy) , empathy , service quality , patient satisfaction , nursing , health care , public hospital , service (business) , health administration , public health , marketing , psychology , business , social psychology , philosophy , epistemology , psychiatry , economic growth , economics
Health care is the crucial and fundamental right of every human being. Qualityhealth care is the strong desire of every human being. Quality is considered as one of theprime pillar of differentiation in services. Service quality is lifeline of organizational success.This paper throws a public eye on patient’s expectations and the satisfaction level pertaining toquality of service provided by public hospitals. Objectives: (1) To dig out the quality of servicein public teaching hospitals of Lahore, Pakistan by using SERVQUAL model. Study Design:Quantitative Study. Period: Sep 2014 to Oct 2014. Setting: Five Teaching Hospital, JinnahHospital, Mayo Hospital, Services Hospital, General Hospital, Sir Ganga Ram Hospital, Lahorewhich are the Medical Giants of Pakistan. Material & Methods: The research is carried out onprimary data, recording 250 responses from target audience by using structure questionnaire.Regression and correlation analysis were performed to confirm a relationship between ServiceQuality dimensions and patient satisfaction. Results: Study shows that empathy is the mostimportant factor that brings happiness and satisfaction to the patients. Conclusions: Researchfindings are fruitful for health department and hospital administration to plan strategies in orderto improve service quality and become benchmark for others in industry.