Patients' satisfaction and public and private sectors' health care service quality in Pakistan: Application of grey decision analysis approaches

The International Journal of Health Planning and Management
Saad Ahmed JavedMuhammad Nawaz

Abstract

The study aims to evaluate the comprehensive relationship between patient satisfaction and five dimensions of health care service quality in Pakistani public/private health care sectors, using a novel grey relational analysis (GRA) models and the Hurwicz criteria of decision making under uncertainty. Data were collected from private and public health care facilities of Pakistan through an improved SERVQUAL instrument. Deng's GRA, absolute GRA, and the second synthetic GRA models were applied to address the problem under study. Grey relational analysis models revealed that reliability and responsiveness are most strongly predicting patient satisfaction in public and private health care sectors, respectively. The Hurwicz criteria showed that patients are more likely to be satisfied from private health care facilities. Limitations of SERVQUAL model are also the limitations of the study; eg, the study suggests that because of the absence of "cost," which is a key quality indicator of Pakistani public sector health care facilities, the model was unable to comprehensively evaluate the health care situation in light of the observations of price-focused Pakistani patients. The study recommends tailoring of SERVQUAL model for the resour...Continue Reading

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Citations

Oct 5, 2019·International Journal of Environmental Research and Public Health·Abid HussainShahida Kanwel
Jan 28, 2021·International Journal of Environmental Research and Public Health·XinXin PengJing Hua Zhang
Jan 1, 2021·International Journal of Health Care Quality Assurance·Risha FayyazImtiaz Jehan
Apr 15, 2021·Environmental Science and Pollution Research International·Faik BilgiliOguzhan Türker
May 1, 2021·International Journal of Environmental Research and Public Health·Xiaojing FanDuolao Wang
Jul 3, 2021·International Journal of Environmental Research and Public Health·Fernando Barrios-IpenzaWalter H Curioso

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