Factors Influencing Diagnostic Labs Service Quality: Evidence from Health Care Industry in Twin Cities of Pakistan

Abstract

This study has aimed of investigating the factors influencing service quality in diagnostic labs in healthcare sector of twin cities of Pakistan. Meanwhile, this study has considered physician competency, physician motivation and satisfaction, leadership and management, and healthcare system and facilities as independent variables. Whereas, service quality in diagnostic labs has been considered as the dependent variable. However, healthcare sector of twin cities of Pakistan has been the sector chosen for testing the relationship between factors (physician competency, physician motivation and satisfaction, leadership and management, and healthcare system and facilities) and service quality in diagnostic labs. To investigate the relationship between variables, an adaptive structured questionnaire based on 5 Likert scale has been used as the research instrument within this study for collection of data from respondents (customers associated with healthcare sector of twin cities of Pakistan). In addition, a sample size of 200 respondents to represent the entire population has been finalized. Questionnaires were distributed amongst customers associated with healthcare sector of twin cities of Pakistan to gather the data. Collected data has then been analyzed through statistical instruments such as correlation and regression by using SPSS Software. Based on the findings, it has been concluded that physician competency, physician motivation and satisfaction, leadership and management, and healthcare system and facilities have significant impact on service quality in diagnostic labs in healthcare sector of twin cities of Pakistan.