![Sample our Health and Social Care journals, sign in here to start your FREE access for 14 days]({"type":"image" , "src" : "/sda/5938/TOC-Subject-Sample-2021-Health-Social-Care.jpg"})
ABSTRACT
Quality is the principal concern of all organizations and their survival and prosperity directly depends, to a large part, on the quality of their services. Hospitals endeavor to deliver service with the acceptable quality to their clientele to maximize profit. Scholars are yet to develop consensus on definition and measurement of quality of service. Literature exhibits models to evaluate the quality of service; however, it does not present any mechanism to evaluate quality of services delivered by teaching hospitals. This study presents an exclusive model to evaluate service quality in teaching hospitals. In addition to healthcare services (cure and care), the model encompasses teaching aspect of hospital services. Thus this paper is a careful study of a large (2500 bedded) public sector teaching hospital. 400 patients, 250 employees, 200 general public and 250 students were administered with questionnaires followed by interviews. Hospital records were studied. In addition to this data was collected through observation. All that contribute to quality of services were classified into one of the three dimensions of the model. Since this model has been developed through inductive approach, it can safely be applied to evaluate quality of services of teaching hospitals with reliability and accuracy.
Disclosure statement
No potential conflict of interest was reported by the author(s).
Additional information
Notes on contributors
Zia Ullah
Dr. Zia Ullah has been associated with academia for the last 21 years. He earned his PhD in healthcare management. His area of research in healthcare management, public sector management and HRM. He authored books and research papers which published in national and international journals.
Muhammad Zeb Khan
Dr. Muhammad Zeb Khan has been associated with academia for the last 20 years teaching and researching in the field of business and public management. His main focus of research is HRM, Public Sector Management Reforms, and Organizational Behavior. He has published in both local and international journals.
Muhammad Anees Khan
Dr. Muhammad Anees Khan earned his PhD in Management Sciences from Universiti Teknologi PETRONAS Malaysi. Presently he is working as senior assistant professor in Bahria University Islamabad Pakistan. He has also worked for multinational companies like Haier, Unilever and Nestle. He published his research works in national and international journals.