01990nam a22001577a 4500999001700000100007900017245008800096260002700184300000900211500134600220700004201566856003301608942001101641952009001652952009001742  c64610d64607  aJamshaid Akber Qaisrania14MIEM04aSupervisor - Prof. Altaf Hussain Rajpar  aService quality assessment in outpatient department OPD of civil hospital Nawabshah  aNawabshahbQUESTc2018  a46p.  a

ABSTRACT

Satisfaction surveys are increasingly being suggested as a means to understand the sen ice expectations of patients and performance of hospitals. The purpose of this research is to measure patient's expectations in public hospitals. i f a service gap exists between what is expected and what is experienced. Literature recommends that service dimensions exist that can offer an explanation for the service gap. The survey conducted at Civil Hospital Nawabshah, provides useful information on the determinants of patient satisfaction across the five dimensions of service quality (SERVQUAL).
The findings suggest that a service performance gap exists for all  the dimensions. specially assurance affected more due to providing poor response from doctors. nurses and other staff i n sense of respecting. guiding. curing the patients. The results of the research led to the conclusion that service quality is measurable  when as well­ established tool is used and questions posed measure well-defined areas of service qua l i t). The results can serve as the basis for service improvement plans on bases or findings. I t i s suggested that. to conduct the survey repeatedly for checking level of satisfaction   of  patients  of  organization  and  other  public  and  private  hospital ls  to
compare the services with each other.
  aDepartment of Mechanical Engineering   uhttps://tinyurl.com/273feffs  cTHESIS  00104070aRESEARCHbRESEARCHd2019-02-27l0pMP/40-442r2019-02-27 00:00:00yTHESIS  00104070aRESEARCHbRESEARCHd2023-12-18l0pMP/48-564r2023-12-18 00:00:00yTHESIS