Impact of Service Quality using HEALTHQUAL Model on patient trust and patient re-visit intention; a cross-sectional study of tertiary care hospitals in Karachi City
Abstract/Description
Healthcare service quality is necessary to measure because quality services are a key factor for any healthcare organization. Healthcare service quality measures by many different dimensions proposed by many different authors in previously studied like SERVQUAL and SERVPERF models. But due to some limitations of these models, the HEALTHQUAL model introduces to measure the quality in healthcare systems.
The aim of the research is for measuring the Healthcare service quality by using a validated HEALTHQUAL model that comprises five components that is empathy, tangible, safety, efficiency, and degree of care improvement, and measure the impact of this model on patient trust and patient re-visit intention by using quantitative research method in three different tertiary care hospital of Karachi. Data was gathered from out patients and their attendants. The significant result among variables “empathy and degree of care improvement, degree of care improvement and patient re-visit intention and patient trust and patient revisit intention” are found and it also shows the highest relationship among these variables.
Track
Management
Session Number/Theme
3D
Session Chair
Dr. Rameez Khalid; Dr. Muhammad Imran
Start Date/Time
27-5-2023 2:30 PM
End Date/Time
27-5-2023 4:30 PM
Location
G-13, AMAN CED, Ground Floor
Recommended Citation
Habib, I., & Baig, M. K. (2023). Impact of Service Quality using HEALTHQUAL Model on patient trust and patient re-visit intention; a cross-sectional study of tertiary care hospitals in Karachi City. 3rd IBA SBS International Conference 2024. Retrieved from https://ir.iba.edu.pk/sbsic/2023/program/32
COinS
Impact of Service Quality using HEALTHQUAL Model on patient trust and patient re-visit intention; a cross-sectional study of tertiary care hospitals in Karachi City
G-13, AMAN CED, Ground Floor
Healthcare service quality is necessary to measure because quality services are a key factor for any healthcare organization. Healthcare service quality measures by many different dimensions proposed by many different authors in previously studied like SERVQUAL and SERVPERF models. But due to some limitations of these models, the HEALTHQUAL model introduces to measure the quality in healthcare systems.
The aim of the research is for measuring the Healthcare service quality by using a validated HEALTHQUAL model that comprises five components that is empathy, tangible, safety, efficiency, and degree of care improvement, and measure the impact of this model on patient trust and patient re-visit intention by using quantitative research method in three different tertiary care hospital of Karachi. Data was gathered from out patients and their attendants. The significant result among variables “empathy and degree of care improvement, degree of care improvement and patient re-visit intention and patient trust and patient revisit intention” are found and it also shows the highest relationship among these variables.
