Services Marketing

IBA
SERVQUAL QUESTIONNAIRE

HEALTHCARE INDUSTRY (HOSPITAL)

This questionnaire is part of an educational research being conducted at IBA Karachi, in order to gain
insight into the health care industry. We would appreciate an honest opinion and thank you in advance for
your precious time. Please mark your appropriate answer.

1. What was the response time of attending physician on your first visit in the OPD/ Emergency of
the hospital?
A) 15 min B) 30 min C) 1 hour D) more than 1 hour

2. How do you rate the quality of service in terms of paramedical staff?

A) Excellent B) Good C) Average D) Poor

3. What was the level of seniority of attending physician?

A) Internee/ junior level B) Resident/ middle level C) Specialist/ senior level

4. How was the overall hygiene or infection control measures in the hospital?

B) Excellent B) Good C) Average D) Poor

5. How was the condition of equipments or medical instrument used for diagnosis?
A) Latest B) Old C) Outdated D) Don’t know

6. What was the turnaround time of basic investigations done in the hospital?
A) within 1 hours B) within 2 hour C) within 3 hour D) More than 3 hour

7. You feel safe in your dealings with the hospital?

A) Yes B) No

8. The hospital gives you individual attention.

A) Yes B) No

9. The personnel of the hospital understand your specific needs

A) Yes B) No

10. Do the Personnel in the hospital give you prompt service?

A) Yes B) No

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There is no right or wrong answers - all we are interested in, is the number that truly reflects your
feelings regarding hospitals that would deliver excellent quality of service

1 Reflect strong Disagreement

5 Reflect Strong Agreement

11. When you have a problem, the hospitals/clinic shows a sincere interest in solving it.

1 2 3 4 5

12. The hospital diagnoses the problem right the first time when you visit?

1 2 3 4 5

13. Does the Hospital contain an error free record of your previous visits?

1 2 3 4 5

14. The personnel in the hospital tell you exactly when services will be performed?

1 2 3 4 5

15. The hospital has operating hours convenient to all its patients

1 2 3 4 5

16. Personnel in the hospital are consistently courteous with you.

1 2 3 4 5

17. The behavior of personnel in the hospital instills confidence in you

1 2 3 4 5

18. Materials associated with the service (such as pamphlets or statements) are visually appealing.

1 2 3 4 5

19. Quality of food available in hospital canteen

1 2 3 4 5

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20. Are you satisfied with the support activities (counter dealing, communication etc.) in the
hospital?

1 2 3 4 5

Thank You for Your Precious Time.