Sosyal Bilimler Enstitüsü / Social Sciences Institute

Permanent URI for this collectionhttps://hdl.handle.net/11727/1394

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Author: search.filters.author.Ali, Muhammad

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    How patients perceive healthcare services: A case of Ayub Teaching Hospital, Abbottabad - Pakistan. SERV Service QUAL Quality
    (2018) Ali, Muhammad
    A field study was conducted in Ayub Teaching Hospital in the outpatient department, to evaluate the level of service quality offered by the healthcare services with a view to identifying the relationship between service quality dimensions and overall service quality. The researchers used the SERVQUAL instrument for the purpose of assessing the quality of the service offered by the healthcare workers at the outpatient department in Ayub Teaching Hospital. A sample of 246 patients in the outpatient department participated in the questionnaire survey. Descriptive statistics were used to find out mean values and variance between actual values from perceived values. To assess the strength of model regression, the aforementioned technique was adopted. The study results showed that there exists a gap between patients' expectation and actual services offered by the healthcare workers. There were five dimensions that were assessed: tangibles, reliability, responsiveness, assurance and empathy. The results revealed that patients are dissatisfied with three dimensions (tangibles, reliability and assurance), but they are satisfied with the other two dimensions (responsiveness and empathy). This research adopts the marketing concept to measure the healthcare services. The SERVQUAL tool was modified as per need to meet the requirements in accordance with the nature and scope of the research. Patients' attitudes toward service quality dimensions were the concern of the research. To get a comprehensive evaluation of service quality, healthcare providers have to be considered in future research. Based on the findings of this study, Ayub Teaching Hospital's (ATH) management is in a position to recognize the patients' perceptions about the healthcare services and offer them service accordingly. Results can be used by management and government policymakers regarding healthcare to bring better and more effective services. Consequently, based on the results, new structure can be designed by adopting strategies that improve the quality of services in order to provide effective services and gain patients' satisfaction and propensity to further recommend the services of healthcare to other patients. This study investigates the healthcare quality in a small area in Pakistan. Pakistan is a developing country. Future research can adopt the SERVPREF technique, which is a more developed technique than SERVQUAL in order to measure service quality as it provides a two-factor solution for the dimensionality of health service quality.
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    The organizational change adaptation process: Differentiation and integration
    (Başkent Üniversitesi Sosyal Bilimler Enstitüsü, 2020) Ali, Muhammad; Varoğlu, M. Abdülkadir
    This study was carried out to explore the change adaptation approaches and mechanisms of small and medium-sized enterprises (SMEs) operating in Haripur and Abbottabad Province in Pakistan. Previous studies were mostly based on large complex organizations operating in developed countries and little attention was paid to SMEs. Secondly, current change adaptation models generally don’t consider organizational structural and external environmental characteristics. To develop a comprehensive change adaptation model that shows the change adaptation process in terms of different organizational structures, strategic postures, and different types of external environments. The hypotheses were developed based on the five research variables (organization structure, strategic posture, differentiation, integration, and external environment) that are critical in the change adaptation process. Once the hypothesis was tested each variable individual research item was cross-compared in a stable and dynamic environment to explore the characteristics of each research variable. Furthermore, based on the findings change adaptation approaches and mechanisms were developed. These approaches and mechanism models show how mechanistic and organic enterprises can adapt to the external environmental changes based on the external environment type.