Service quality and customer satisfaction in healthcare services under public private partnership

Abstract

The purpose of this research paper is to investigate the impact of service quality on customer satisfaction in healthcare services under public private partnership. The data was collected using modified standardized questionnaire from 650 respondents. Multiple regression analysis was used to investigate the impact of service quality on customer satisfaction. Findings suggested the significant correlation between dimensions of service quality and customer satisfaction. Further, findings revealed strong evidences that dimensions of service quality, assurance, responsiveness, empathy, tangibility and reliability, significantly impacted the customer satisfaction in healthcare services