Service Quality of Clinical Laboratory of Aga Khan University Hospital Karachi Pakistan

Acknowledgement

I would take this opportunity to thank my research supervisor, family and friends for their support and guidance without which this research would not have been possible.

Abstract

The quality of service from a hospital is the number one factor that will either turn a customer/patient away or make one for life. More and more hospitals are competing for greater shares in the market and customer-driven quality management is becoming the preferred method for improving their performance. Aga Khan Hospital is a private hospital in the Karachi, Pakistan. A number of service quality shortfalls were identified over the years but never identified quantitatively by a patient evaluation survey. This study intends to evaluate these areas by answering questions about the relevant areas of service provided by the hospital. It measured patient satisfaction at the clinical laboratory of Aga Khan Hospital by looking at human aspects of service (responsiveness, reliability, empathy and assurance) with only one factor of the instrument being devoted to the non-human aspect of care rendered (tangibles).

Table of Contents

CHAPTER 16

INTRODUCTION6

CHAPTER 2: LITERATURE REVIEW9

A simple model for a laboratory quality system11

The laboratory information system15

Theoretical foundation16

Laboratory information systems and quality improvement17

LIS implementation barriers24

Issues of adequacy of dimensions of SQ25

Organizational Management and Structure29

Documentation29

Monitoring and Evaluation29

Training29

Quality Standards30

Implementing a quality management system31

CHAPTER 3: METHODOLOGY33

The relative importance of each attribute.34

A measurement of performance expectations that would relate to an "excellent" company.34

A measurement of performance for the company in question.34

Hypotheses34

Null Hypothesis. Ho: µ1 = µ235

Research (Alternative) Hypothesis. H1: µ1 ? µ235

Research Questions35

Is there a difference between perceptions of service quality offered by Aga Khan Hospital and patients expectations?36

Gap 1: Does Aga Khan Hospital know what customers expect?37

Gap 2: Has Aga Khan Hospital selected the right service designs and standards?38

Gap 3: Is Aga Khan Hospital delivering to service standards?39

Gap 4: Is Aga Khan Hospital matching performance to promises?40

How does Aga Khan Hospital service equate along each of the five SERVQUAL dimensions relative to patient expectations?41

Are service gaps in Aga Khan Hospital perceived differently amongst different customer segments?42

Sampling Design And Data Collection43

Research Paradigm43

Development of the questionnaire44

Sampling Technique45

Validity and Reliability of SERVQUAL Instrument46

Summary52

CHAPTER 4: DATA ANALYSIS54

Description of Sample54

SERVQUAL SCORES55

Computing the SERVQUAL scores57

Paired-Sample T-test of the 5 dimensions60

CHAPTER 5: DISCUSSION OF FINDINGS64

QUESTION 1: Is there a difference between perceptions of service quality offered by Aga Khan Hospital and patients expectations?64

What the highest expectations indicate65

What the highest perceptions indicate65

What the lowest expectations indicate66

What the lowest perceptions indicate66

What the largest differences indicate67

What the smallest differences indicate68

QUESTION 2: How do the perceptions of Aga Khan Hospital service measure up against patients' expectations along each of the five SERVQUAL dimensions?69

Patient Comments70

Summary70

CHAPTER 5: CONCLUSION72

Introduction72

GAP 1: Does Aga Khan Hospital know what customers expect?72

GAP 2: Has Aga Khan Hospital selected the right service designs and standards?74

GAP 3: Is Aga Khan Hospital delivering to service standards?76

GAP 4: Is Aga Khan Hospital matching performance to promise?78

CLOSING GAP 5 AND FURTHER RESEARCH79

REFERENCES81

Chapter 1

Introduction

Clinical laboratories play critical functions in wellbeing care services. Currently, lab controls account for 60-70 per hundred of ...