Service Quality of Selected Private Hospitals in Bangladesh

Authors

  • Mst. Momena Akhter Senior Lecturer, Faculty of Business, ASA University Bangladesh, Dhaka, Bangladesh
  • Wahida Shahan Tinne Senior Lecturer, Faculty of Business, ASA University Bangladesh, Dhaka, Bangladesh

Keywords:

Health Care, Private Medical Hospital, SERVQUAL, Quality, Patient Satisfaction

Abstract

Service quality is directly connected with the development of the organization in terms of earnings and market share. In the case of the healthcare sector, quality improvement is mandatory to maximize patient satisfaction and maintain competitiveness in the industry. In recent years, Bangladesh has developed the health industry in both public and private sectors, providing quality services that enhance patient satisfaction. This study is focused on the perceptions of service quality in selected private hospitals – Bangladesh Specialized Hospital and Ibn Sina Hospital. The SERVQUAL model was applied to study the gap between patients' perceptions and expectations. The five dimensions for this study – tangibility, reliability, responsiveness, assurance, and empathy depict their relative importance in the empirical research. Factor analysis was performed on a sample size of 155 patients. Findings indicate that tangibility is the uppermost trait, whereas reliability is the least trait in these selected private hospitals. Private medical hospitals' management needs to be more cautious to enhance service quality, patient satisfaction, and patient loyalty in the overall context of the healthcare delivery in Bangladesh.

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Published

2024-06-30

Issue

Vol. 11 No. 1 (2024): January - June Issue

Section

Peer-reviewed Article

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How to Cite

Akhter, M. M., & Tinne, W. S. (2024). Service Quality of Selected Private Hospitals in Bangladesh. Malaysian Journal of Medical and Biological Research, 11(1), 31-38. https://mjmbr.my/article/view/692