Impact Of Service Quality Dimensions on Customer Satisfaction, Considering Service Performance as Mediator: A Study of Healthcare Sector of Pakistan

The primary objective of this study is to evaluate the impact service quality characteristics on customer satisfaction within healthcare sector Pakistan. Additionally, seeks investigate mediating role performance in particular relationship. aspects being examined, including "tangibility," "reliability," "assurance," "empathy," and "responsiveness," assess influence satisfaction. A quantitative research strategy was utilized study, employing a deductive approach adhering positivist paradigm. data collection process involved gathering information from sample 355 patients Pakistan, selected through cluster sampling. results indicate that, with exception reliability, all other (tangibility, empathy, responsiveness, assurance) have substantial industry Therefore, provides valuable insights for hospital managers policymakers developing effective strategies initiatives boost patient satisfaction, improve services, ultimately outcomes. In summary, notwithstanding obstacles encountered, act monitoring services has potential bring about systematic enhancements public institutions.