SERVICE QUALITY OF PUBLIC AND PRIVATE PHYSIOTHERAPY INSTITUTES: A COMPARATIVE STUDY IN LAHORE

Abstract

Background: Ever since quality of services is gaining importance in every industry as it is the indicator of
consumer/customer satisfaction, it is of utmost importance to measure service quality of educational
institutes to determine the satisfaction of students. Thus, the study aimed to determine the important factors
in service quality dimensions which contribute to the satisfaction of students.
Methods: This was a Comparative Cross Sectional study in which final year department of physical therapy
(DPT) students were included from three private and three public physiotherapy institutes.
Results: The largest mean Positive Gap scores for Public Physiotherapy Institutes was 0.18 for accessibility and
affordability 0.18. The largest negative mean gap score for Private Physiotherapy domain was “Accessibility
and Affordability” found to be -1.96.
Conclusion: Students were satisfied with service quality of private institutes in all domains except for the
“Accessibility and Affordability” whereas, in Public Institutes largest negative quality gaps were found in
“Empathy” and “Assurance”.