Service quality in public and private hospitals in urban Bangladesh: a comparative study.
This study compared the quality of services provided by private and public hospitals in urban Bangladesh. Using twenty-four scale items, patient perceptions were sought on five aspects of service quality including responsiveness, assurance, communication, discipline and baksheesh. Because private hospitals are not subsidized, it was felt that the incentive structure would induce them to provide better services than public hospitals on the measures of service quality. This contention was largely supported. The results also indicated that both groups have room for improvement.
School of Business, The Pennsylvania State University at Erie, Station Road, 16563-1400, Erie, PA, USA. ssa4@psu.edu
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Andaleeb
D001459:Bangladesh; D005260:Female; D006302:Health Services Research; D016304:Hospitals, Private / Q000592:standards*; D006779:Hospitals, Public / Q000592:standards*; D006801:Humans; D008297:Male; D017060:Patient Satisfaction / Q000706:statistics & numerical data*; D011787:Quality of Health Care / Q000706:statistics & numerical data*; D012494:Sampling Studies; D011795:Surveys and Questionnaires; D019037:Urban Health Services / Q000592:standards*