SERVICE QUALITY PERCEPTIONS AND PATIENTS' SATISFACTION: A COMPARATIVE CASE STUDY OF A PUBLIC AND A PRIVATE SECTOR HOSPITAL IN PAKISTAN

Kanwal Nasim, Saquib Yusaf Janjua

Abstract: Management of hospitals should take initiatives to improve the overall service quality of patient care. Regular feed-back from patients should be taken and rules should be made considering the expectations and requirements of patients. This study attempts to examine the satisfaction of patients from service quality they received from hospitals. Moreover, satisfaction is measured in both public and private hospital.

Keywords: Service Quality, Hospitals, Patients' Satisfaction, Pakistan

DOI:

Recieved: 22.08.2014  Accepted: 04.09.2014  UDC: 638.124.8

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