Service quality and satisfaction in healthcare sector of Pakistan— the patients’ expectations

Javed, Saad Ahmed; Ilyas, Fatima

doi:10.1108/ijhcqa-08-2016-0110

Cited by 73 publications

(90 citation statements)

References 22 publications

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“…Even the mean value of registration services was 2.23, which, in other words, provided the possibility of the existence of positive registration services between patients and the facilitator. In the scenario of Pakistan, patients are facing issues regarding registration services, such as no online appointment system, wards are not linked together, people have to stand for a long time to get access to each service which negatively affects patients [36]. Therefore, administration should make serious decisions to improve these services and enhance patient satisfaction with effective service delivery.…”

Section: Discussionmentioning

confidence: 99%

Measuring OPD Patient Satisfaction with Different Service Delivery Aspects at Public Hospitals in Pakistan

Hussain

Asif

Jameel

et al. 2019

IJERPH

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The satisfaction of the patient is believed to be one of the preferred results of healthcare, and it is directly connected with the usage of health services. This study aimed to assess how doctor services, nurses’ services, and waiting time predict patient satisfaction (PS) with the service delivery of healthcare in Southern Punjab, Pakistan. The study used an exploratory research method, in which 1000 participants were selected, and used a random technique, in which 850 responses were received. Multiple regression analysis and a confirmatory factor were employed to analyze the collected data. The findings showed that doctor services (β = 0.232; p = 0.01), nurses services (β = 0.256; p = 0.01), and waiting time (β = 0.091; p = 0.03) had positive significant impacts on PS, while registration services (β = 0.028; p = 0.390) had an insignificant association with PS. Hence, a significant gap existed in the registration services that were totally ignored in hospitals of Pakistan which needed proper considerations for improvements.

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Section: Discussionmentioning

confidence: 99%

Measuring OPD Patient Satisfaction with Different Service Delivery Aspects at Public Hospitals in Pakistan

Hussain

Asif

Jameel

et al. 2019

IJERPH

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“…The developed world is steadily building their health sectors by making revenue for their national economy by encouraging health tourism. Contrarily, the policy makers of developing countries, such as Pakistan, are helping the health sector of developed countries by seeking their services frequently at the expense of taxes being paid by their own citizens [5], instead of forming their own healthcare system.…”

Section: Introductionmentioning

confidence: 99%

“…In emerging nations like Pakistan, healthcare problems receive more attention from researchers than from policy makers [5], which is a matter of grave concern in Pakistan, because the current average cost of healthcare for the people of Pakistan is 66.5%, far greater than the world average of 18.147% [6]. It is a regrettable situation that the number of dissatisfied patients receiving healthcare in Pakistan’s public hospitals has continuously increased [7,8].…”

Section: Introductionmentioning

confidence: 99%

“…This is of the utmost importance, being a matter of life or death to the citizens of such countries. Javed and Ilyas [5] stated that “despite this despondent situation of healthcare in Pakistan, where quality initiatives are relatively more visible in the manufacturing, education and agriculture sectors than in the healthcare sector, not many scientific studies have been done in this context.” In light of present situation, the perceived performance of public hospitals in Pakistan has been assessed by measuring the satisfaction of Pakistani patients from the public sector. To achieve this, we took into account their opinion concerning four areas of healthcare services; these include: Physical services (tangible and environmental), doctor–patient communication, pharmacy services, and laboratory services.…”

Section: Introductionmentioning

confidence: 99%

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What Factors Affect Patient Satisfaction in Public Sector Hospitals: Evidence from an Emerging Economy

Hussain

Sial

Usman

et al. 2019

IJERPH

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Patient satisfaction can identify specific areas of improvement in public sector hospitals. However, the Pakistani healthcare system, and quality of service delivery is rarely assessed through the perspective of patient satisfaction. Our study demonstrated the performance of public healthcare systems in Pakistan by interacting with physical services (tangible and environmental), doctor–patient communication, and pharmacy and laboratory services based on patient satisfaction. Primary data were collected from the patients by using a random sampling method. Patients who participated in the study were visitors of public hospitals’ outpatient departments. A total of 554 questionnaires were circulated, and 445 were received. The confirmatory factor and multiple regression analyses were employed to analyze the collected data. The results revealed that laboratory, as well pharmacy services, had positive significant effects (p = 0.000) on patient satisfaction, while doctor–patient communication (p = 0.189) and physical facilities (p = 0.85) had an insignificant relationship with patient satisfaction. Therefore, it is suggested that a significant communication gap exists in the doctor–patient setting, and that Pakistan’s healthcare system is deprived of physical facilities. Consequently, such services need further improvements.

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“…The commodity manufacturers and sellers, on the other hand, apply branding to differentiate the products and apply premium pricing (Dolak, 2005). Here it should be noted that in developing countries like Egypt, the organizations do not look enough at customer's feedback and not giving enough attention to their perceptions and expectations (Ilyas & Javed, 2018). Powerful brands can help bride this gap.…”

Section: Commodity Products Brandingmentioning

confidence: 99%

Branded Food Commodities: A Study of the Egyptian Commodity Products

Elgebali¹

2019

IJMS

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Purpose: The study explored the attitudes and brand awareness of consumers towards purchasing branded food products. Moreover, the factors that influence the consumers’ decisions while purchasing the chosen branded commodities foods products have been investigated. Methodology: The study used a sample of 200 participants acquired from diverse cities within Egypt, while the selected products comprised branded sugar and rice. The study used variance analysis of participant’s attitudes and buying intentions. Findings: It was revealed that consumers’ awareness when purchasing the branded rice and sugar, originates from the relatives, friends, and reference groups. It also comes from the point-of-sales promotion and recommendations from the retailers and sellers. Concerning the consumers’ perceptions, it was revealed that they consider branded sugar and rice as safe from harmful chemicals such as insecticides and pesticides, as well as adulterants. On the same note, the customers perceive that buying marked rice and sugar is a sign of high social status. Regarding the factors that influence the buying decisions, it was revealed that flavor, safety from adulterants or harmful chemicals, and aroma are the primary factors that consumers consider. Study Limitations: Based on validity constraints, the further study with a broader sample size was proposed. The further research should focus on the link between brand equity and the branded commodity goods. Practical impacts of the study: Retailers and product marketers should focus on creating brand awareness which is the primary concern for the consumers. Similarly, the marketers should formulate strategies targeting the different consumers’ demographics-based market segments. Value/originality: this research is unique since it aims to investigate the consumers’ purchase behavior for commodity goods, especially the branded food products, which other studies have not assessed. Additionally, limited researchers have focused on investing the consumers’ attitude and brand awareness with respect to the branded food products in developing countries such as Egypt. In formulating marketing strategies of such products managers need to understand how consumers evaluate and what kind of attitudes they hold towards it.

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Service quality and satisfaction in healthcare sector of Pakistan— the patients’ expectations

Cited by 73 publications

References 22 publications

Measuring OPD Patient Satisfaction with Different Service Delivery Aspects at Public Hospitals in Pakistan

Measuring OPD Patient Satisfaction with Different Service Delivery Aspects at Public Hospitals in Pakistan

What Factors Affect Patient Satisfaction in Public Sector Hospitals: Evidence from an Emerging Economy

Branded Food Commodities: A Study of the Egyptian Commodity Products

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