Document Type

Journal Article

Publication Details

Akter, S., Upal, M. & Hani, U. (2008). Service quality perception and satisfaction: a study over sub-urban public hospitals in Bangladesh. Journal of Services Research, (Special Issue (February, 2008)), 125-146.


Access to good public services is critical for the poor in developing countries if they are to rise out of poverty. Their perceptions about health services seem to have been largely ignored by health care providers in those countries. That such perception, especially about service quality, might shape confidence and subsequent behaviors with regard to choice and usage of the available health care facilities is reflected in the fact that may lead patients avoid the system or avail it only as a measure of last resort. Those who can afford it seek help in other countries, while preventive care of early detection simply fall by the wayside. Patients’ voice must begin to play a greater role in the design of health care service delivery process in the developing countries. This study is, therefore, patient-centered and identifies the service quality factors that are important to patients. It also examines their links to patient satisfaction in the context of Bangladesh. A field survey was conducted. Evaluations were obtained from patients on several dimensions of perceived service quality including responsiveness, assurance, communication, discipline, and baksheesh. Using gap analysis (expectation and perception) and one sample t-test, significant outputs were found between the five dimensions and patient satisfaction. Implications and future research issues are discussed.