SERVICE QUALITY ASSESSMENT AT A PUBLIC DENTAL HOSPITAL ISLAMABAD
The objective of this study was to evaluate the quality of dental service at a public hospital in Islamabad. A crossectional survey using a modified version of SERVQUAL was carried out from June to November 2015 at the dental outpatient department of tertiary care hospital. A questionnaire was used to assess the service quality gaps in the dimensions of empathy, tangibility, assurance and responsiveness. The results showed the greatest gap score in the dimensions of tangibility and responsiveness. Thus directing focus on a well-equipped OPD and improved efforts from the hospitals managerial staff. The study highlights potentially interesting avenues and noteworthy implications for further research on improving service quality in the public sector hospitals of Pakistan.
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