Objective: To measure the patient perceptions about service quality delivered by the public and private physical therapy clinics in Lahore, Pakistan.
Methodology: It was a comparative cross-sectional study which has been carried out in selected private and public physical therapy clinics over six months period. A total of 374 patients were selected through non-probability purposive sampling. Modified “Servqual” instrument with six dimensions: tangibility, responsiveness, reliability, assurance, empathy, accessibility and affordability was used and a Gap score for each dimension was calculated using mean values for each dimension. SPSS version 23.00 was used for data analysis.
Results: Mean score for service quality dimensions, tangibility was 4.68 and 4.29, reliability 4.46 and 4.04, responsiveness 4.74 and 4.15, assurance 4.81 and 4.32, empathy 4.00 and 4.11, and accessibility and affordability 4.58 and 4.26 for public and private clinics, respectively. The p value for all dimensions came out to be less than 0.05 except for access and affordability. Accessibility and affordability, and assurance dimensions ranked higher in public physical therapy clinics.
Conclusion: Public hospitals are providing services at an affordable price and also a source of assurance due to highly qualified professionals recruited by the government.
Physical therapy specialty, quality of health care.