NEXUS BETWEEN SERVICE QUALITY AND PATIENTS SATISFACTION: A CASE OF AGHA KHAN HOSPITAL, PAKISTAN

This study aims to measure the internal service quality and patients satisfaction at the Agha Khan University Hospital, Karachi whereas service quality is defined as what the customer pays accordingly, he/she will get service. The impact and relationship of service quality on patients” satisfaction is identified by using SERVQUAL model. The expected sample size taken is 200 patients with ± 5% Margin of Error based on non – probability convenient sampling. The number of respondent who filled the questionnaire in usable manner is 163. The target population is OPD patients and their relatives who are involved in getting the service from the hospital management and visits the consulting clinics during the operating hours in morning and evening. The data is collected through a questionnaire consisted of 23 items having five point likert scale ratings. The cronbach’s alpha of three variables is more than 0.6 except feedback-guidance, affordability and patients’ satisfaction. The regression analysis has shown significant impact on tangibility-professionalism and feedback-guidance while no impact on other variables. Further, the results have shown significant relationship between SERVQUAL dimensions and patients’ satisfaction