COMPARATIVE ANALYSIS OF SERVICE QUALITY BETWEEN PUBLIC AND PRIVATE HOSPITALS, USING SERVQUAL MODEL: A CASE STUDY OF PESHAWAR, PAKISTAN

Health care industry is the integration and combination of various sectors offering quality services to treat patients with preventive, curative, rehabilitative palliative care. The healthcare system Pakistan faces challenges in providing as well a whole, which still supposed be relatively poor deliver satisfactory health service its citizens. Keeping view nature study, researcher applied quantitative method approach for obtaining appropriate results, furthermore one sample T-test was performed get precise consequences data. For particular purpose SERVQUAL model consists five different dimensions distinctively empathy, tangibility, assurance, timeliness, responsiveness applied. utilize determine local people/patients actual perception about delivered by public private sector hospital Peshawar, Pakistan. A convenient based (n=150) embraced from (3 2 private) located Peshawar. results study identified gaps model. result reveals that hospitals are far better term responsiveness, showing big difference between both hospitals. However, there very little mean values construct ‘assurance’ among having value (M=3.67; SD=.5258) (M=3.10; SD=7415) It because qualified doctors high expertise field medicines/surgery generally serving permanent employees. Thus concluded away each perspective than due increasing trend resources availability. Since, majority respondents who avail care’s were found satisfied timelines, tangibility compared Peshawar city. Finally recommends that, should implement feedback mechanism customers picture any deficiency serious considered outcomes. Furthermore government also introduce added rewards facilities workforce motivate them sustainable development betterment