DefinePK

Abstract

Healthcare Service Quality (HCSQ) is a crucial factor influencing healthcare outcomes, satisfaction, and overall healthcare system performance. Given the direct impact of healthcare services on human lives, evaluating their quality is pivotal. Traditional models such as SERVQUAL and SERVPERF have been widely used to assess HCSQ, but their limitations in the healthcare context necessitate the adoption of the HEALTHQUAL model, which provides a more comprehensive framework. High-quality healthcare services enhance patient trust and encourage re-visit intentions, ultimately benefiting healthcare organizations. This study aims to measure HCSQ using the validated HEALTHQUAL model and examine its impact on patient trust and re-visit intentions. A quantitative, cross-sectional research design was employed across three major tertiary care hospitals in Karachi, with data collected from outpatients and their attendants through a structured five-point Likert scale questionnaire, adapted from extant literature. The findings reveal that the Empathy dimension significantly influences care improvement, patient trust, and patient re-visit intentions. Furthermore, the degree of care improvement positively affects re-visit intentions. However, the dimensions of Tangibles, Safety, and Efficiency were found to be statistically insignificant, contradicting previous studies and indicating the need for further investigation. The results underscore the importance of the HEALTHQUAL model as a valuable tool for assessing HCSQ. Improved healthcare service quality fosters patient trust, which in turn increases patient retention and continuity of care. These findings highlight the need for healthcare organizations to focus on enhancing patient-centered care to improve trust and long-term engagement