Satisfaction on Hospital Services in Dhaka Among Heart Disease Patients: A SERVQUAL Modeling Approach

Abstract

Now-a-days, patients’ voice regarding the delivery of health care services is a burning question in the developing countries. It is thought that patients’ perceptions towards health services are mostly ignored in these countries by the health service providers. This study, therefore, seeks the service quality factors which are essential to the patients. A field survey was made in this purpose on the heart disease patients in Dhaka city as this disease is very common in Bangladesh. SERVQUAL modeling approach and principal component analysis were considered to make evaluation over hospital facilities and found, overall, dissatisfaction of the patients. The SERVQUAL model is used to assess patients’ expectations and perceptions regarding service quality in hospitals. Both expectations and perceptions are measured using a 5-point scale to rate their level of agreement or disagreement (1: strongly disagree and 5: strongly agree), on which the higher numbers indicate higher level of expectation or perceptions. Perceptions are based on the actual service they receive in hospitals are based on experiences and information received about hospital stuffs, doctors or overall hospital maintenance system. Service quality scores are obtained from the difference between the expectation and perception scores which range from -4 to +4 (-4: very dissatisfied, +4: very satisfied). The quality score measures the service gap, that is, the degree to which the expectations excels perceptions. Binary logistic regression analysis was used to find out significant covariates for occurring heart disease. Also, a Poisson regression model was performed for detecting potential covariates that affect number of hospital visit (s) per year of the heart disease patients. The study found ultimate dissatisfaction of the patients which brings the thought that a powerful managerial orientation might be launched in the hospitals to ensure quality services.