COMPARISON OF SERVICE QUALITY BETWEEN PRIVATE AND PUBLIC HOSPITALS: EMPIRICAL EVIDENCES FROM PAKISTAN

Better Essays
Journal of Quality and Technology Management
Volume VII, Issue I, June, 2011, Page 1 ‐ 22

COMPARISON OF SERVICE QUALITY BETWEEN
PRIVATE AND PUBLIC HOSPITALS: EMPIRICAL
EVIDENCES FROM PAKISTAN
S. M. Irfan1, A. Ijaz2
1COMSATS Institute of Information Technology, Lahore – Pakistan
2Institute of Quality and Technology Management,
University of Punjab, Lahore – Pakistan

ABSTRACT
Healthcare sector of a country needs special attentions from the government as quality of healthcare provides hope and relief to the patients and their dependents.
It also helps to maintain a healthy human capital that contributes in the development of the country. Now quality has become an icon for customers while availing any services or buying a product and it is also a strategic advantage for the organizations to gain success and remain competitive in the market by delivering superior quality of services or products based on customer requirements. The objective of this study is to compare the quality of healthcare services delivered by the public and private hospitals to gain patient satisfaction in Pakistan. For this purpose ‘SERVQUAL’ instrument was used to measure the patient’s perception about service quality delivered by these hospitals. Five service quality dimensions; empathy, tangibles, assurance, timeliness and assurance were used in order to measure the patient’s perceptions about the service quality of public and private hospitals located in the 2nd largest city
Lahore, Pakistan . Due to the nature of this study only those respondents were included in the study having perceptions about both the hospitals. Therefore, 320 questionnaires were selected for this study. Results showed that private hospitals are delivering better quality of services to their patients as compared to public hospitals. Key Words: public hospitals, private hospitals, patient, service quality

INTRODUCTION
Changing customer demands, increased expectations for superior



References: Andaleeb, S. S. (2000). Public and private hospitals in Bangladesh: service quality and predictors of hospital choice Anderson, C., and C. P. Zeithaml (1984). Stage of the Product Life Cycle, Business Strategy and Business Performance Arzoo Saeed, Hajra Ibrahim (2005). Reasons for the Problems faced by Patients in Government Hospitals: results of a survey in a Babakus Emin & Mangold W. Glenn (1992). Adapting the SERVQUAL Scale to Hospital Services: an Empirical investigation Berry, L.L., Bennet, D.R. & Brown, C.W. (1989). Service Quality: A Profit Strategy for Financial Institutions Berry, L.L., Lefkowith, E.F. and Clark, T. (1988). In services, what’s in a name? Harvard Business Review, Vol Berry, L.L., Parasuraman A., V. A. Zeithaml (1985). Quality counts in services too Cronin, J.J. Jr and Taylor, S.A. (1992). Measuring Service Quality: A Reexamination and Extension Cronin, J.J. Jr and Taylor, S.A. (1994). SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-MinusExpectations Measurement of Service Quality Cronin, J.J., Brady, M.K. & Hult, G.T.M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral Dawkins P, Reichheld F (1990). Customer retention as a competitive weapon Donabedian, A. (1980). The Definition of Quality and Approaches to its Assessment Economic Survey of Pakistan (2009). http://www.finance.gov.pk/urvey/chapter_10/11_Health.pdf Gefen, D., (2002) Gilbert, F.W., Lumpkin, J.R. and Dant, R.P. (1992), “Adaptation and Customer Expectations of Health Care Options”, Journal of Health Grönroos, C. (2001). The Perceived Service Quality Concept – A Mistake. Comparison of Service Quality between Private and Public Hospitals: Empirical Evidences from Pakistan  Imran Sharif Chaudhry, Shahnawaz Malik & Muhammad Ashraf (2006). No. 2, pp. 259-276 Irfan Syed Muhammad, Aamir Ijaz & Saman Shahbaz (2011) Kilbourne E. William, Jo Ann Duffy, Michael Duffy, Geoge Giarchi (2004). Lam, S.S.K. (1997). SERVQUAL: A Tool for Measuring Patients ' Opinions of Hospital Service Quality in Hong Kong Mostafa Mohamed M. (2005). An empirical study of patients’ expectations and satisfactions in Egyptian hospitals Nimit Chowdhary, Monika Prakash, (2007). Prioritizing service quality dimensions Nitin Seth, S.G. Deshmukh, Prem Vrat, (2005). Service quality models: a review Nunnally, J. (1978). Psychometric Theory”, McGraw-Hill Book Co., New York, NY. O’Connor, S. J., Shewchuk, R. M., & Carney, L. W. (1994). The great gap. Pakdil, F., Harwood, T.N. (2005). Patient Satisfaction in a Preoperative Assessment Clinic: an Analysis Using SERVQUAL Dimensions. Parasuraman A., Zeithaml V., & Berry L. (1988). SERVQUAL: a multipleitem scale for measuring consumer perceptions of service quality. Parasuraman, A., V. A. Zeithaml, and L. L. Berry (1985). A Conceptual

You May Also Find These Documents Helpful

  • Powerful Essays

    The current issue and full text archive of this journal is available at www.emeraldinsight.com/0265-671X.htm IJQRM 24,6 Bank service quality: empirical evidence from Greek and Bulgarian retail customers Eugenia Petridou, Charalambos Spathis and Niki Glaveli Department of Economics, Division of Business Administration, Aristotle University of Thessaloniki, Thessaloniki, Greece, and 568 Received September 2005 Revised February 2006 Accepted May 2006 Chris Liassides City Liberal Studies…

    • 8484 Words
    • 34 Pages
    Powerful Essays
  • Good Essays

    Stat: Concern over the quality of health care services in Bangladesh has led to loss of faith in low utilization of public health facilities, and increasing outflow of Bangladeshi patients to private hospitals. The public health sector is plagued by uneven demand and perceptions of poor quality. Countrywide, the underutilization of available facilities is of significant concern. For example, one study shows that the overall utilization rate for public health care services is as low as 30% (Ricardo…

    • 610 Words
    • 3 Pages
    Good Essays
  • Satisfactory Essays

    6/Nov/2012, Comparison Contrast Essay Private or public Most parents want their children to gain better knowledge because knowledge is the most vital thing for children to live through in the future. To gain better knowledge, the most right thing is to choose an appropriate school. Parents struggle with it because it is relatively difficult to choose an appropriate school for their children. They consider choosing either private school or public school. There are many differences between public and private…

    • 478 Words
    • 2 Pages
    Satisfactory Essays
  • Powerful Essays

    Number 1 ♦ 2010 SERVICE QUALITY IN THE PUBLIC SERVICE Prabha Ramseook-Munhurrun, University of Technology, Mauritius Soolakshna D. Lukea-Bhiwajee, University of Technology, Mauritius Perunjodi Naidoo, University of Technology, Mauritius ABSTRACT The purpose of this paper is to obtain a better understanding of the extent to which service quality is delivered within the Mauritian public service by drawing on front-line employees (FLE) and customer perceptions of service quality. The paper investigates…

    • 7363 Words
    • 42 Pages
    Powerful Essays
  • Powerful Essays

    Working Papers Department of Economics 9-1-2004 Productivity Growth and Efficiency in Indian Banking: A Comparison of Public, Private, and Foreign Banks T.T. Ram Mohan Indian Institute of Management, Ahmedabad Subhash C. Ray University of Connecticut Recommended Citation Mohan, T.T. Ram and Ray, Subhash C., "Productivity Growth and Efficiency in Indian Banking: A Comparison of Public, Private, and Foreign Banks" (2004). Economics Working Papers. Paper 200427. http://digitalcommons.uconn.edu/econ_wpapers/200427…

    • 7601 Words
    • 31 Pages
    Powerful Essays
  • Satisfactory Essays

    Answers Categories Hall of Fame Hi Guest Q.What is difference between public sector bank and private sector bank? Asked by pallavi mahajan, 19 Nov '08 07:27 pm Invite a friend | Save | Report abuse Earn 10 points for answering [ x ]Answer this question Earn 10 points for answering 4000 characters remaining Keep me signed in New User? Sign up Answers (6) 1. The Public sector banks are those where govt holdings are more than 50% while nationalised…

    • 783 Words
    • 4 Pages
    Satisfactory Essays
  • Good Essays

    Schooling from the very beginning is the first priority of every parent. Private schools in Pakistan have increased their number in no time, because the parents have completely inclined themselves towards the private schooling. Numerous reasons are there, but the few prominent ones are the quality of education and security. It is obvious that when a teacher is teaching a class of ten to twenty students, they can easily give time to each and every individual; this is what every parent is looking for…

    • 553 Words
    • 3 Pages
    Good Essays
  • Powerful Essays

    can be provided through public and private providers. Public health care is usually provided by the government through national healthcare systems. Private health care can be provided through “for profit” hospitals and self-employed practitioners, and “not for profit” non-government providers, including faith-based organizations. There is considerable ideological debate around whether low- and middle-income countries should strengthen public versus private healthcare services, but in reality, most…

    • 8388 Words
    • 34 Pages
    Powerful Essays
  • Powerful Essays

    SERVICE QUALITY AND CUSTOMER SATISFACTION IN PUBLIC AND PRIVATE UNIVERSITIES IN TANZANIA Kayita Sulaiman…

    • 22796 Words
    • 92 Pages
    Powerful Essays
  • Good Essays

    Prompt: Educational practices at public & private sector universities of Pakistan. Comparison & contrast between educational practices in Public &Private sector universities of Pakistan. Even though educational practices prevailing in Pakistani Public and Private Universities lack uniformity and differ in many aspects but still their educational systems resemble each other to a great extent. Pakistan is one of the underdeveloped countries whose education system remained neglected for…

    • 413 Words
    • 2 Pages
    Good Essays