Professional Documents
Culture Documents
By
Karachi, Pakistan
May, 2017
SUPERVISOR
INTRODUCTION
The general procedure for a patient care can be seen in three steps i.e. waiting in OPD, during
consulting in doctor’s room and after taken service from the doctor. It is imperative for the
hospital to understand the whole processes included in the experience of the patient. The
experience of the patient includes various variables, for example, specialist's expertise, his
communication with the doctor, performance and behavior of the paramedical staff, different
medical services offered by the healthcare center, behavior of care staff, cleanliness and structure
of the hospital. Patient satisfaction and loyalty is an important performance measurement tool for
a private health care sector. There are various problems faced by the patients in outpatient
departments, like overcrowding, delay in consultations, lack of proper guidance that leads to
patient dissatisfaction. It is seen that like every other public healthcare sector, the patients have
received more attention and quality care; in private healthcare hospitals. The Hospitals effort to
maintain and establish relationship between patients and Hospital staff, has offered a great deal
the need to contend exclusively on cost premise and expanding new patient base by referrals.
This study will help the patients in enhancing and developing more comfortable and satisfied
association and loyal relationship with hospitals, and creating more trust and confidence towards
Patient satisfaction is of prime importance when patients themselves make selection decisions.
Health care service dimensions and factors affecting patient satisfaction, researchers have studied
on various service quality areas in which patient satisfaction are considered the most important
tool for evaluating the quality aspects of hospitals such as latest equipment, physical facilities,
ease of supplementary services, nature and response of doctors and medical staff. Today,
hospitals are forced to deliver a good quality service to the patient and how it could be best
measured. A key factor in establishing and delivering quality medical services is the need to
understand the patient’s desire and requirements in order to provide quality services which meet
1. To study the out-patient’s perception towards the reliability private hospital services.
2. To study the impact of behavior and personal attention of doctors and staff on out-patients in
private hospitals.
3. To study the impact of healthcare services on the revisit and referral intentions of out-patients in
private hospitals.
H01 The hospital facility has significant influence upon patient satisfaction.
H02 Behavioral and personal attention of doctors and paramedical staff has a significant
H03 Patient satisfaction has a significant influence on re-visit intention for medical services.
H04 Patient satisfaction has a significant influence for referring hospital to other patients.
The scope of this study would be developing stronger and more comfortable relationship with the
provider, patient’s loyalty towards hospital based on significant interpersonal experience they
have with the doctors and nurses and about the quality of services of the hospital.
1.4.1 Inclusion Criteria
Patients in OPD, emergency, diagnostics and pharmacies. Patients whose age ranges are from
18-50 years old. Patients who are willing to give consent. Patients who are able to listen/read and
understand local language. Patients who visit the hospital as outpatient in the hospital.
Patients who have psychological illness, inpatients, gyne and ops, patients whose age ranges are
less than 18 or greater than 50 years. Patients who are not willing to give consent.
In this study, my aim is to investigate the factors of quality affecting the value of care and patient
1.6 Limitations
This study is conducted as a cross sectional study with a very short time from May to July 2017
CHAPTER 2
Literature Review
A review of the literature reveals many studies that have shown a positive relationship between
satisfactions and measures of buying intention and also between service quality perceptions and
satisfaction.
Researchers have identified several possible variables that may result in patient’s satisfaction
with the doctor’s services. (Fred David, Garner C. Alkin 2006): These factors have included
perceived doctor's ability, care and concern towards patients, cost of treatment and relationship
between doctor and patient. Many reviews show that a lower need is put on patient's perception
(Gilmore Audrey, Goodman Bill Reidstead Man 2006): A practicing professionals knows that
patients view of quality service in health care is not precise due to the failure of patients to
analyze and judge the specialized capability of medical professionals with accuracy.
(Boonshoof and Gray 2004): Have performed the studies on the relationship between medical
service quality, consumer loyalty and satisfaction. The review of the study was to find out
whether hospital service quality and relationship between doctors and consumer satisfaction will
researchers.
(Ovretveit, 1992) Identified three components of quality: patient, physicians and administration
Quality of care and service consist of structure, process and healthcare results (Peabody et al,
1999); and there are eight dimensions of healthcare service delivery: effectiveness, efficiency,
technical competence, interpersonal relations, and access to service, safety, continuity and
(Lovelock and Wright, 1999): Assure the patients to realize and believe in hospital service
quality and best service delivery where patients utilize and gain the best outcome of hospital
service.
Enhancing the service quality of medical care becomes an important concern for patients, and, in
order to achieve and provide perfect health care service to patients, service quality has turned
into most important concern for hospitals to achieve loyalty of patients towards organization
Failure to understand the importance of patient satisfaction and providing quality service may
loss the revisiting and referral loyalty of patient (Padma et al., 2010).
Patient satisfaction is being a critical factor to competitive advantage and nowadays, patients are
more knowledgeable with health care services, so quality services may not be able to ensure a
long term relationship between patients and hospital (Gaur et al., 2011).
Even Woodside et al. (1989) defined the Hospital medical services quality as a gap between
patient’s expectations and the real performance and very confidently verified a practical model
leading to satisfaction and intention to buy a particular service based upon medical services
Parasuraman et al., (1988) has initiated a lot of discussions and debates on medical services quality
from the perspective of patients. He suggested measuring the quality of services provided to
customers through recognized performance by users and of expectations based upon the five
dimensions of service quality i.e. tangibles, reliability, responsiveness, assurance and empathy.
(2) Reliability. Ability to perform the promised service dependably and accurately.
(4) Assurance (including competence, courtesy, credibility and security). Knowledge and
(5) Empathy (including access, communication, understanding the customer). Caring and
Research Methodology
independent variable and patient satisfaction is the dependent variable. Using a modified
questionnaire of service quality sample size will be approximately visiting the outpatient
expectation and perception to the actual services provided by hospital and their loyalty towards
The overall population of this research study consists of the patients visiting the Murshid hospital
Data will be analyzed through SPSS version 20. Descriptive and/or inferential analysis will be
Questionnaire
a. 18-25
b. 26-30
c. 31-40
d. 41-50
a. Male
b. Female
a. Educated
b. Non-educated
Tangibles
a. Yes
b. No
a. Strongly Agree
b. Agree
c. Disagree
d. Strongly Agree
6. Place where you can get medical service are conveniently located?
a. Strongly Agree
b. Agree
c. Disagree
d. Strongly Disagree
Reliability
7. Doctors and staff spend enough time with patient to evaluate the diseases?
a. Strongly Agree
b. Agree
c. Disagree
d. Strongly Disagree
a. Strongly Agree
b. Agree
c. Disagree
d. Strongly Disagree
a. Strongly Agree
b. Agree
c. Disagree
d. Strongly Disagree
Responsiveness
10. Doctors and staff respond to patients in waiting room/examination room quickly?
a. Strongly Agree
b. Agree
c. Disagree
d. Strongly Disagree
11. Doctor and staff are easily accessible to patient’s medical problems?
a. Strongly Agree
b. Agree
c. Disagree
d. Strongly Disagree
a. Strongly Agree
b. Agree
c. Disagree
d. Strongly Disagree
Assurance
13. Patient feels relaxed and assured while services are being provided?
a. Strongly Agree
b. Agree
c. Disagree
d. Strongly Disagree
14. Behavior of doctor and staff is very friendly and courteous manner?
a. Strongly Agree
b. Agree
c. Disagree
d. Strongly Disagree
Empathy
a. Strongly Agree
b. Agree
c. Disagree
d. Strongly Disagree
16. Doctor and staff treat patient with care and affection?
a. Strongly Agree
b. Agree
c. Disagree
d. Strongly Disagree
17. Doctor and staff show concern and respect to patient and his/her family?
a. Strongly Agree
b. Agree
c. Disagree
d. Strongly Disagree
18. Are you satisfied with the medical services availed to re-visit again?
a. Strongly Agree
b. Agree
c. Disagree
d. Strongly Disagree
19. Would you recommend the services to your family and friends?
a. Strongly Agree
b. Agree
c. Disagree
d. Strongly Disagree
REFERENCES
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2. Gilmore Audrey, Service Marketing and Management, Rresponse Books, New Delhi
(2006)
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(2004)
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