Health Care
Customer Satisfaction in Health Care Services
Abstract
The study was conducted to assess customer satisfaction at Aga Khan University Hospital. Pricing, facilities & professionalism were gauged and analyzed using a questionnaire survey method involving 101 customers. While the focus was convenience sampling, snow ball sampling was also used. The following were the results.
Keywords: Health Care services, customer satisfaction Health care, Hospital service satisfaction
1. Introduction
Customers at AKUH are highly satisfied with facilities provided and clean environment, however, pricing remains a cause of concern. As seen, the mean score for pricing is 2.5. Standard deviation, on the other hand, is approximately 1.0-1.1 which points towards the variability in the opinion of the respondents. Taking skewness into consideration, it is a positive 0.412 for pricing while for other attributes skewness is negative. This signals larger deviation from means and reflects the respondents’ dissatisfaction for pricing. Similarly kurtosis, which shows the variability in the opinion of the respondents, is -0.45 for pricing. Given the relative flatness of the distribution, it can be concluded that customers are dissatisfied with AKUH in terms of pricing.
* Professor and Dean of Faculty of Business Administration, Preston University, Karachi Pakistan, In addition to the Dean he is also the Chief Editor of Research Journal.
2. Research Objective The study investigates customer satisfaction with services of Aga Khan University Hospital . The objectives of the study are achieved by 1) collecting information from patients & their visitors, who use consulting services at Aga Khan and 2) by analyzing their response to ascertain their comfort level with the various factors namely pricing, facilities and professionalism.
2.1. Hypothesis Ha: Customers are satisfied with AKUH consulting services.
Ho:
Abstract
The study was conducted to assess customer satisfaction at Aga Khan University Hospital. Pricing, facilities & professionalism were gauged and analyzed using a questionnaire survey method involving 101 customers. While the focus was convenience sampling, snow ball sampling was also used. The following were the results.
Keywords: Health Care services, customer satisfaction Health care, Hospital service satisfaction
1. Introduction
Customers at AKUH are highly satisfied with facilities provided and clean environment, however, pricing remains a cause of concern. As seen, the mean score for pricing is 2.5. Standard deviation, on the other hand, is approximately 1.0-1.1 which points towards the variability in the opinion of the respondents. Taking skewness into consideration, it is a positive 0.412 for pricing while for other attributes skewness is negative. This signals larger deviation from means and reflects the respondents’ dissatisfaction for pricing. Similarly kurtosis, which shows the variability in the opinion of the respondents, is -0.45 for pricing. Given the relative flatness of the distribution, it can be concluded that customers are dissatisfied with AKUH in terms of pricing.
* Professor and Dean of Faculty of Business Administration, Preston University, Karachi Pakistan, In addition to the Dean he is also the Chief Editor of Research Journal.
2. Research Objective The study investigates customer satisfaction with services of Aga Khan University Hospital . The objectives of the study are achieved by 1) collecting information from patients & their visitors, who use consulting services at Aga Khan and 2) by analyzing their response to ascertain their comfort level with the various factors namely pricing, facilities and professionalism.
2.1. Hypothesis Ha: Customers are satisfied with AKUH consulting services.
Ho: