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Dhaka Medical College and Hospital

The document contains service quality data from three hospitals in Bangladesh: Dhaka Medical College Hospital, Sir Salimullah Medical College Mitford Hospital, and Dhaka Shishu Hospital. Each hospital was evaluated based on five service quality dimensions: tangibility, reliability, responsiveness, assurance, and empathy. Across all three hospitals, the total perception scores were lower than the total expected scores, indicating a gap in meeting patient expectations for service quality.

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Ahmed Sabrina
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107 views10 pages

Dhaka Medical College and Hospital

The document contains service quality data from three hospitals in Bangladesh: Dhaka Medical College Hospital, Sir Salimullah Medical College Mitford Hospital, and Dhaka Shishu Hospital. Each hospital was evaluated based on five service quality dimensions: tangibility, reliability, responsiveness, assurance, and empathy. Across all three hospitals, the total perception scores were lower than the total expected scores, indicating a gap in meeting patient expectations for service quality.

Uploaded by

Ahmed Sabrina
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as XLSX, PDF, TXT or read online on Scribd

Dhaka Medical College and Hospital

Service quality dimension SPQ SPD


Tangibility 16 80
Realiability 20 100
Responsiveness 16 80
Assurance 16 80
Empathy 12 60
Total 80 400

Sir Salimullah Medical College Mitford Hospital


Service quality dimension SPQ SPD
Tangibility 16 80
Realiability 20 100
Responsiveness 16 80
Assurance 16 80
Empathy 12 60
Total 80 400

Dhaka Shishu Hospital


Service quality dimension SPQ SPD
Tangibility 16 80
Realiability 20 100
Responsiveness 16 80
Assurance 16 80
Empathy 12 60
Total 80 400
l College and Hospital
49 48
Perception Score Expectation Score Gap 50
54 48 6
44 50 -6 40
35 48 -13
39 48 -9 30
30 36 -6
20
202 230 -28
10
1
0
Tangibility
cal College Mitford Hospital
-10
Perception Score Expectation Score Gap
49 48 1 -20
41 50 -9
32 48 -16
41 48 -7
33 36 -3
196 230 -34

Shishu Hospital
Perception Score Expectation Score Gap
47 48 -1
42 50 -8
34 48 -14
40 48 -8
32 36 -4
195 230 -35

Chart Title
150
Chart Title
150

100

Axis Title 50

0
Tangibility Realiability Responsiveness Assu

-50
49 50
48 48 48
50
41 41
36
40 32 33

30

20

10
1
0
Tangibility Realiability Responsiveness Assurance Empathy
-3
-10 -7
-9
-20 -16

Perception Score Expectation Score Gap

60 54
48 50 48 48
50 44
39
35 36
40 30
30

20
6
10

0
Tangibility Realiability Responsiveness Assurance Empathy
-10 -6 -6
-9
-20 -13

Perception Score Expectation Score Gap

Service Quality Dimension Perception Score Expectation Score


Tangibility 150 144
Realiability 127 150
Responsiveness 101 144
Assurance 120 144
Empathy 95 108

Chart Title
Chart Title

y Responsiveness Assurance Empathy


Perception Score Expectati Gap
Tangibility 49 48 1
Realiability 41 50 -9
Responsiveness 32 48 -16
Assurance 41 48 -7
Empathy 33 36 -3
-3

Perception Score Expectati Gap


Tangibility 54 48 6 Tangibilit
Realiability 44 50 -6 Realiabili
36
Responsiveness 35 48 -13 Responsiv
Assurance 39 48 -9 Assurance
Empathy 30 36 -6 Empathy

Chart Title
pathy 150
-6

100

Gap Average for Dimension


6 Axis Title 0.5
50
-23 -1.533
-43 -3.583
-24 -2
0
-13 -1.444
Tangibility Realiability Responsiveness Assurance Empa

-50
PerceptioExpectati Gap
47 48 -1
42 50 -8
34 48 -14
40 48 -8
32 36 -4

Assurance Empathy

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