Customer Satisfaction at Public Hospitals in Pakistan: PAKSERV Application

Kashif, M, Altaf, U, Ayub, H, Asif, U and Walsh, J 2014, 'Customer Satisfaction at Public Hospitals in Pakistan: PAKSERV Application', Global Business Review, vol. 15, no. 4, pp. 677-693.

Document type: Journal Article
Collection: Journal Articles

Title Customer Satisfaction at Public Hospitals in Pakistan: PAKSERV Application
Author(s) Kashif, M
Altaf, U
Ayub, H
Asif, U
Walsh, J
Year 2014
Journal name Global Business Review
Volume number 15
Issue number 4
Start page 677
End page 693
Total pages 17
Publisher Sage Publications India Pvt. Ltd.
Abstract Research studies investigating service quality in organizations have popularized various tools. However, the usefulness of these tools in cross-cultural settings has been challenged and needs further investigation. The purpose of this study is to examine the efficacy of PAKSERV in deciphering the service quality of public sector hospitals in the Asian context of Pakistan. The study used a survey method where data was collected through a questionnaire which employed the PAKSERV dimensions of tangibility, reliability, assurance, sincerity, personalization and formality. Data was collected from 500 respondents visiting different public sector hospitals in the province of Punjab, Pakistan. The collected responses were analyzed using means, correlations and confirmatory factor analysis to interrogate the PAKSERV model's reliability and confirmation in an entirely new context. Findings suggest some clear gaps in the quality of public hospitals in Pakistan, specifically in the 'formality' and 'tangibility' dimensions. However, all PAKSERV dimensions generated excellent results except for the 'Formality' dimension, which indicates a need for theoretical adjustments while investigating further the service quality of public sector health care. This research is an original contribution to the body of knowledge as PAKSERV has been used for the first time to measure service quality of public sector hospitals in Asian settings. The formality dimension is not valid in case of measuring service quality of public sector hospitals. It indicates a clear need to further investigate PAKSERV service quality with public sector organizations. The study uncovers certain areas that were not previously discussed through SERVQUAL service quality measures of public sector hospitals in an Asian setting. The findings of this study will be beneficial for health care quality assurance officials, aspiring to improve the current stature of public sector health care in countries like Pakistan. The res
Subject Quality Management
Keyword(s) Pakistan
Public hospitals
service quality
DOI - identifier 10.1177/0972150914543556
Copyright notice © 2014 IMI
ISSN 0972-1509
Version Filter Type
Citation counts: Scopus Citation Count Cited 0 times in Scopus Article
Altmetric details:
Access Statistics: 6 Abstract Views  -  Detailed Statistics
Created: Tue, 26 Mar 2019, 09:36:00 EST by Catalyst Administrator
© 2014 RMIT Research Repository • Powered by Fez SoftwareContact us