IMPACT OF SERVICE QUALITY ON PATIENT’S TRUST: A CASE OF HEALTH-CARE IN PAKISTAN

The intent of this study is to explore the relationship between quality dimensions like doctors’ service orientation, nurses’ service orientation, tangibles (hospitals), tangibles (staff) and treatment costs. Hypotheses are designed and tested taking into account all the variables and using data obtained from 250 patients from both private and public hospitals of Lahore. Non-probability convenience sampling technique is employed to choose respondents. Data is collected using survey questionnaire consisting of close-ended items measured on a 5-point Likert scale. It is found that quality dimensions like doctors’ service orientation, nurses’ service orientation, tangibles (hospitals), tangibles (staff) and treatment costs have positive effect on the patient’s trust of private hospitals. Descriptive statistics and regression model are used for the analysis of the service quality in the health sector. The Statistical software SPSS 20.0 version is used for the interpretation of results.