Identifying Factors Affecting Patients’ Satisfaction Against Quality of Health Care Services: An Investigation from Aga Khan Hospital Karachi

KASBIT Business Journal, 5:62-68 (2012)

8 Pages Posted: 11 Nov 2013

See all articles by Fouzia Nasir

Fouzia Nasir

Indus University

Gobind M. Herani

Khadim Ali Shah Bukhari Institute of Technology

Nawaz Ahmad

RTS (Research, Trainings, and Solutions); Institute of Business Management (IoBM)

Date Written: December 17, 2012

Abstract

Main aim of this study is to identify barriers and critical success factors, which are affecting the level of patients’ satisfaction. Previous studies show that the perception of the quality of care and patients’ satisfaction has the associations and there are barriers which are affecting level of satisfaction. The patients were selected randomly and a questionnaire was used to evaluate the health care services provided like: diagnosis services, food services, and billing department services, emergency services, pharmacy services, physical appearance and layout of the hospital. This study concludes that the majority of the patients are satisfied with the services provided by the in-patient department of Aga Khan Hospital.

The strengths of the organization as highlighted by patients must be continuing. On the other hand, some services need more focus while planning and managing the health care system, like pharmacy and billing department services. The study recommends that the hospital must improve its billing system and should give discount on medicines as well.

Keywords: Patient satisfaction, Health care services, Health care organizations, Agh Khan Hospital

JEL Classification: I11; I18; L15

Suggested Citation

Nasir, Fouzia and Herani, Gobind M. and Ahmad, Nawaz, Identifying Factors Affecting Patients’ Satisfaction Against Quality of Health Care Services: An Investigation from Aga Khan Hospital Karachi (December 17, 2012). KASBIT Business Journal, 5:62-68 (2012). Available at SSRN: https://ssrn.com/abstract=2352930

Fouzia Nasir

Indus University

Karachi, Sindh 67000
Pakistan

Gobind M. Herani

Khadim Ali Shah Bukhari Institute of Technology ( email )

Karchi, Sindh 74000
Pakistan

Nawaz Ahmad (Contact Author)

RTS (Research, Trainings, and Solutions) ( email )

9th Nishat Lane, DHA 6
9th Nishat Lane, DHA 6
Karachi, Sindh 75500
Pakistan
00923009292422 (Phone)

Institute of Business Management (IoBM) ( email )

Plot # 84
Korangi Creek
Karachi, Sindh 75190
Pakistan

HOME PAGE: http://www.faculty.iobm.edu.pk/staff/nawaz-ahmad/

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