AN ANALYSIS

On
HEALTHCARE SERVICES IN
GOVERNMENT HOSPITALS IN
BANGLADESH
 AN ANALYSIS
On
HEALTHCARE SERVICES IN GOVERNMENT
HOSPITALS IN BANGLADESH

Supervised By:

S M Asif Ur Rahman
Assistant Professor
School of Business and Economics

Submitted By:
ID: 112162006
113162011
113162010
113161002

United International University, Dhaka.

 LETTER OF TRANSMITTAL
24 August, 2016

To
S M Asif Ur Rahman
Assistant Professor
School of Business and Economics
United international University

Subject: Submitting the Report.

Dear Sir,

We are submitting the report on Strategic An analysis on health care services of government
hospitals in Bangladesh with due gratefulness and admiration, as per partial accomplishment
of the requirements for the MBA degree.

We have collected as much information as possible from the respondents from govt. hospitals. It
is our great contentment for me to present you the report as a requirement of the course.

I believe that this report has enriched both our knowledge and experience.

If you have further queries regarding the report, please let us know.

Regards,

Kazi Riasat Muntahi (112162006)

Shahriar Ibne Azim (113162011)
MD.Shoran Emam (113162010)
Dipa Roy (113161002)

Table of contents
 Page.
CHAPTER ONE : INTRODUCTION
1.1 Origin of the report 1
1.2 Scope of the report 1
1.3 Objective of the report 2
1.4 Limitations of the report 2
CHAPTER TWO: METHODOLOGY OF THE STUDY
2.1 Problem Definition 3
2.2 Approach to the problem 3
2.3 Report Design 4
2.4 Data Collection 4
2.5 Data Analysis 4
CHAPTER THREE : Analysis and Discussion
3.1 Demographic Profile of Respondents 5
3.2 Patients Satisfaction level 5
3.3 Service quality dimension gap score 6-7
CHAPTER FOUR : Recommendation 8

CHAPTER Five : Conclusion 8

Reference and bibliography 9

EXECUTIVE SUMMARY
The interaction between patients and healthcare providers is critical as it influences patients
satisfaction. This encounter provides the patient with the opportunity to assess and evaluate service
quality and conversely it offers the provider an opportunity to manage patients perceptions and
service quality. This study was conducted at three govt. hospitals in Dhaka to assess patients
satisfaction using SERVQUAL model by Parasuraman et al., (1988). The SERVQUAL instrument
was adapted and modified to capture the relevant data. A total of 12 patients were employed in the
study. Patients satisfactions were determines by the service quality gap model. The result indicated
that the overall satisfaction of patients concerning the service quality of the hospitals were poor. On
the other hand the gap scores showed negative gaps for three of the service quality dimensions out of
five used in the study, indicating that patients were not satisfied with the service quality in relation to
those dimensions. This therefore calls for govt. action to improve service delivery in those areas.
These dimensions were Reliability, Assurance, and Responsiveness. On the contrary, Tangibility
dimension scored positive which affirms patients impression about the service.