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Asian Journal of Biomedical and Pharmaceutical Sciences | Volume 8
March 26-27, 2018 | Orlando, USA
World Summit on
Healthcare & Hospital Management
&
International Conference & Exhibition on
Biologics and Biosimilars
A
field study was conducted in Ayub Teaching Hospital
in the outpatient department, to evaluate the level of
service quality offered by the healthcare services with a
view to identifying the relationship between service quality
dimensions and overall service quality. The researchers used
the SERVQUAL instrument for the purpose of assessing the
quality of the service offered by the healthcare workers at the
outpatient department in Ayub Teaching Hospital. A sample
of 246 patients in the outpatient department participated in
the questionnaire survey. The results revealed that patients
are dissatisfied with three dimensions (tangibles, reliability,
and assurance), but they are satisfied with the other two
dimensions (responsiveness and empathy). This research
adopts the marketing concept to measure the health care
services. The SERVQUAL tool was modified as per need to
meet the requirements in accordance with the nature and
scope of the research. Patients’ attitudes toward service
quality dimensions were the concern of the research.
Consequently, based on the results, the new structure can
be designed by adopting strategies that improve the quality
of services in order to provide effective services and gain
patients’ satisfaction and propensity to further recommend
the services of health care to other patients. This study
investigates the health care quality in a small area in Pakistan.
Future research can adopt the SERVPREF technique, which
is a more developed technique than SERVQUAL in order to
measure service quality as it provides a two-factor solution
for the dimensionality of health service quality.
e:
msali747@gmail.comHow patients perceive healthcare services: A case of Ayub Teaching Hospital, Abbottabad – Pakistan.
SERV service QUAL quality
Muhammad Ali
Baskent University, Turkey