Service quality of Dhaka university Health center

Abstract
Service quality has become most discussed issue in our present life not only service of privet
organization but also public and quasi-public organization like Dhaka University and its
different services like health service, bus service, resident service and so on to serve its
recipients. As the importance, demand and no previous research have not been conducted on
Dhaka University health center, we select it as our area of research to know its service quality.
As health center to serve its recipients it provides service round the clock, seven days a week,
with 30 doctors working in different shifts. The Centre also has dental unit, eye unit, x-ray
department and two ambulances. The Centre has in its premises arrangement for 30 bed
accommodation so that students suffering from such contagious diseases as chicken pox,
mumps, etc. may be taken care of in isolation. As it has different services, quality combination
of all the units only could ensure quality of it. Customer’s satisfaction is the most acceptable
key to know actual service quality of DUHC. As customers (actually recipients because they
(students, staffs and their family and teachers and their family) do not buy service directly) of
DUHC are fixed it is easy to know their satisfaction on the service quality of it. Providers are
also recipient of its service so that it is also important to know the satisfaction level, problems
they feel, area to develop and in total service quality of DUHC.
The Medical Centre of the University of Dhaka, located near the Science Annex Building,
offers free medical service and free pathological examinations to students, teachers and
staffs of the University and also family members of the teachers and staffs. The Centre
provides service round the clock, seven days a week, with 30 doctors working in different
shifts. The Centre also has dental unit, eye unit, x-ray department and two ambulances. The
Centre has in its premises arrangement for 30 bed accommodation so that students suffering
from such contagious diseases as chicken pox, mumps, etc. may be taken care of in isolation.
This study will help DUHC to develop its service by knowing its recipients satisfaction and area
of priority for development. It included all level of recipients of DUHC and collected their
opinion that can help it to know demands of recipients and nature also.
Key words: Service quality, customer satisfaction, DUHC, Organizational standards.

Table of contents
1. Introduction.
1.1 Background of the study.
1.2 Objective and Delimitation.
1.3 Structure of the research.
2. Corporate culture and organization standard.
2.1 Service quality.
2.2 Service Quality determinants and SERVQUAL Instrument.
2.3 Service Gaps.
2.4 The multilevel model.
2.5 Four level model.
2.6 Finding Service Quality Attributes and measuring Quality perception.
3. Satisfaction of service recipient.
3.1 Definition of customer satisfaction.
3.2 Importance of customer satisfaction.
3.3 Customer satisfaction determinants and Gronroos’s model-the Nordic perspective.
4. Measurement of recipient’s satisfaction.
4.1 Definition of recipient’s satisfaction measurement.
4.2 Advantages of recipient’s satisfaction measurement program.
5. Empirical Research.
5.1 Introduction to Dhaka University Health Care Center.
5.2 Research Methodology.
5.3 Recipients and providers satisfaction direct measurement and research process.
5.4 Sampling strategy.
5.5 Validity and reliability.
6. Data Analysis.
6.1 Number of respondent.
6.2 Age and Time.
6.3 Major causes of going to DUHC.
6.4 Service quality of doctors. (Time, cordiality, availability)
6.5 Quality of medicine service.
6.6 Quality of pathological service.
6.7 Quality of Emergency service.
6.8 Quality of Bed service.
6.9 Quality of nursing service.
6.10 Environment of DUHC
6.11 Problems causing dissatisfaction.
6.12 Satisfying factors.
6.13 Overall satisfaction level of the recipient.
6.14 Availability of sufficient and modern equipment.(provider’s part)
6.15 Logistics and resource support from authority.
6.16 Problems of DUHC.

7. Conclusion.
7.1 Summary of the findings.
7.2 Recommendation from recipients and providers.

Figures
Figure 1: Service Gaps.
Figure 2: dissatisfied customers complaint behavior.
Tables
Table1: Functions of OS between three community groups.
Table2: Definitions of customer satisfaction.
Table3: Definitions of Customer Satisfaction.
Charts
Chart 1: Number of respondent.
Chart 2: Residential/Nonresidential have taken service from DUHC
Chart 3: Time of going DUHC.
Chart 4: students cause of going DUHC.
Chart 5: Staffs cause of going DUHC.
Chart 6: pattern of giving time to patient by doctors. (Enough time)
Chart 7: Satisfaction level of students and staff from doctors.
Chart 8: Availability of medicine.
Chart 9: Availability of pathology service.
Chart 10: Treble in emergency service.
Chart 11: Availability of bed service.
Chart 12: Quality of nursing service.
Chart 13: Quality of Environment.
Chart 14: problems causing dissatisfaction.
Chart 15: Satisfying factors.
Chart 16: Common diseases of DUHC.
Chart 17: overall satisfaction level of students.
Chart 18: overall satisfaction level of staff (staff)
Chart 19: sufficient and modern equipment.

Chart 20: logistic and resource support from authority.
Chart 21: problems of DUHC

1. Introduction
Customer satisfaction and service quality are leading components to identify the service
quality of the organization. The desire to provide quality health service leads to the fact that
organizations are starting to pay attention to the development and implement of service
standards. Reviewing standards of customer service as part of the organizational culture of
the organization allows finding more effective approaches to its development and
implementation. Service quality of a healthcare center depends widely on the satisfaction of
the service recipient. So, it is very important to look up satisfaction level as well as
dissatisfaction level with area of satisfaction and dissatisfaction.
1.1 Background of the study
This study was decided to be carried out after taking health service from Dhaka University
health care center. As the growing interest on the DUHC’s service among the students and
staffs of the University is very intensive, the idea to seek service quality of DUHC on the basis
of customer satisfaction was the logical conclusion of the final thesis.
Other reasons for making the survey are also very important:
No previous research has been made in this area of studies in the DUHC.
Intensively growing demand among the student and staff.
Two big public hospital located near University of Dhaka (Dhaka medical and BSMMU)
Customers do not buy goods or service, they buy the benefits goods and service provided
them with. They buy offerings consisting of goods, service, information personal attention and
other components. Customer are lifeblood of any organization, and without them, a firm has
no revenues, no profits, and therefore no market value (Gronroos 2000,3).
In the matter of DUHC, there has nothing about buy service but students must have to pay a
specific amount for health card at every admission time. DUHC provides advice of the doctors,
give medicine, have pathological service, dental, eye, emergency service after all a large
amount of students do not take service. This was also a reason of the study to find out why
majority do not take service from DUHC.
To satisfy its recipients, DUHC should listen and accept their feedback and improve service
and goods if it needed to be so.

1.2 Objectives and delimitations
Main objective of the research is to find out quality of Dhaka university health care center.
There are also have some co-related objectives that are satisfaction level of service recipients
and providers, availability of financial and logistic support, what type of diseases are mainly
handled by DUHC.
The area of our research is so appropriate at present time. A large amount of peoples
(student, staff, teachers and their family) has a great interest on the service of DUCH because
of lack of cordiality of the doctors, crowd, and unhygienic environment in the public hospitals.
So it’s the demand of time to assess the service quality of the Dhaka university health care
center as no quality assess survey has not been conducted on it.
The research is restricted to the service recipients and providers of DUHC.
1.3 Structure of the research.
The research consists of two parts. The theoretical study part is based on the theory of service
quality, service quality determinants, SERVQUAL instrument, service gaps, service quality
attributes, quality perception measurement, seven criteria of good perceived service quality,
customer satisfaction, customer satisfaction measurement, the multi level model, four levels
model.
After analyzing the resources which were suitable for the research, it was not easy to decide
what important to mention in the theoretical part of the work and what should be left
outside. Service quality, consequences and causes of customer satisfaction: involving recipient
and providers, benefits of customer satisfaction- these concepts were reviewed as possible
parts which could be included in theory, but after analyzing them one more time it was
decided that it was not necessary to leave the in the research, because other parts explain the
core idea even more detailed.
The empirical studies and the service quality of customer satisfaction survey are based on
qualitative research method. It includes research design and an evaluation of the answers,
which were given as questionnaires, handed out to the recipients and providers of DUHC.
1. Corporate culture and organizational standards.
Corporate culture of the service organization can be considered as a kind of social culture in
general, so the core of the corporate culture supports a certain system of values. The latest
determine the representation of the standards (rules, standards and other elements), which
should be followed in the organization, and these ideas get their implementation in
employee’s behavior. At the moment, there are many definition of organizational and
corporate culture, most of which come down to understanding the culture of the organization
as a system of different element (rules, regulation, standards, myths, legends, and patterns of
behavior, communication pattern, etc), and values are the basis of it. (ronzina2010.)
Setting the values of a generalized trend of activity, rules, regulations and standards
concretize this direction. Service quality is that component in the structure of the corporate

culture, which, on the one hand is manifesting of values prevailing in the organization, and on
the other hand, defines the specific parameters of behavior. (ronzina2010.)
Organization may benefit maintenance “spontaneously” or to develop and implement certain
requirement to customer service. In organization where the service is in accordance with the
standards, there will be a certain manner of service, specific rules and manner of behavior in
different situation-concept of behavior in relation to the client. (ronzina2010.)
Considering the behavior parameters in organization, they can be standardized in order to
quality customer service: (ronzina2010)
Speech formulas, the language(vocabulary)
Facial expression, gestures
Proxemics
Clothes
State of the environment (must be clean)
Speed of service and response times
Others
Service quality must be determined by certain external and internal factors of life of the
organization. The more consciously the specific content of these factors are, the more subtle
they are considered in the development of the service quality, the greater is the probability
that will be effective. These factors are:
Norms of the human rights
Cultural norms that exists in the society in which the organization offers its service
Characteristics of the goods and service offered by the organization
Characteristics of the target groups
Features of the premises where customers are served (close, spacious, quiet, noisy,
etc.)
Other factors
Customer satisfaction and service quality depend a lot on organization standards of the
organization where they are applied. Latest might work as a great benefit to improve the
profit and customer loyalty (ronzina2010.)
The following table shows the function of organization standards between three community
groups: employers / customers /employees.
employers Customers employees
OS helps attract and win
customers through
competitive service, and as a
consequence-to increase
recipient satisfaction (profit).
The presence of OS is a
guaranty of SQ of the
organization.
OS help to make their
working process more
efficiently and to find
effective behaviors in the
workplace more easy
OS help to ensure the
credibility of the
organization, long lasting
customer loyalty
OS affects to the more
enjoyable service taking
process and other services in
the organization.
OS affects to the better
service.

OS may help to position the
organization in the
environment, its face,
different atmosphere,
specificity, uniqueness
OS reinforce sense of self
esteem from the recipient
side.
OS contribute self
development
Os help to manage staff and
help it to work more
efficiently
The presence of OS facilitate
the ongoing process of
choosing between various
organizations
OS mainly work for the
cohesion of the group (if
considering that employees
are openly share this point of
view)
Table 1: functions of OS between three community groups
This study develops and tests the model, which investigates the relationships among service
quality and customer satisfaction.
2.1 service quality
Service quality is complex construct, which has been the focus of a number of studies in the
service providing literature. Two schools of thought dominate this literature: the Nordic
school of thought is based upon GRONROOS’s(2005) two dimension model while the north
American school of thought is based upon Parasuraman et al’s (1985) in (karatepe2013) five
dimension SERVIQUAL model. Other significant conceptual and empirical studies in this
research stream suggest that service quality is comprised of service product, service
environment, and service delivery, or consist of interaction quality, physical environment
quality, and outcome quality. (karatepe2013.)
2.2 service quality determinants and the SERVIQUAL instrument
In the mid 1980s berry and his colleagues parasuraman(1985)and seithaml(1985) began to
study service quality determinants and how customer evaluates the quality of services based
on the perceived service quality concept (gronroos2005). The 10 determinants were found to
characterize customer’s perception of the service. One of the determinants, competence, is
clearly related to the quality of outcome, and another, credibility, is closely connected to the
image aspect of perceived quality. However, it is interesting to observe that the rest of the
determinates are more or less related to the process dimension of perceived quality.
(gronroos2005).
As a result of later study 10 determinants of service quality were decreased to the following
five (Grönroos 2005):
1. Tangibles. This determinant is related to the appeal of facilities, equipment and material
used by a service firm as well as to the appearance of service employees.

2. Reliability. This means that the service firm provides its customers with accurate service
the first time without making any mistakes and delivers what it has promised to do by the
time that has been agreed upon.
3. Responsiveness. This means that the employees of a service firm are willing to help
customers and respond to their requests a well as to in- form customers when service will be
provided, and then give prompt service.
4. Assurance. This means that employees’ behavior will give customers confidence in the
firm and that the firm makes customers feel safe. It also means that the employees are always
courteous and have the necessary knowledge to respond to customers’ questions.
5. Empathy. This means that the firm understands customers’ problems and performs in
their best interests as well as giving customers individual personal attention and having
convenient operating hour.
SERVQUAL is an instrument for measuring how customers perceive the quality of a service.
This instrument is based on the five determinants mentioned above and on a comparison
between customers’ expectations of how the service should be performed and their
experiences of how the service is rendered (disconfirmation or confirmation of expectations).
Usually, 22 attributes are used to describe the five determinants and respondents are asked
to state (on a seven- point scale from “Strongly Disagree” to “Strongly Agree”) what they
expected from the service and how they perceived the service. Based on the discrepancies
between expectations and experience over 22 attributes, and overall quality score can be
calculated. The more this score shows that experiences are below expectation, the lower
the perceived quality. However, more important that calculating the overall score may be
the score on the individual attribute scales, perhaps summarized over determinants.
(Grönroos 2005, 74.)
2.3 Service Gaps
Customer perceptions play a key role in the theory of “Service Gaps”, which tries to
study the differences between expectations and experience. As shown in figure, the overall
gap that results dissatisfied customer is caused by one (or more) of the following earlier gaps
(Schneider & White 2004):
1. Promotional gap: the inability of the business organization to fulfill expectations created
in the minds of customers mainly by marketing communications.
2. Understanding gap: the gap occurred due to the inaccurate understanding of customer
needs and priorities by the managers of the organization.

3. Procedural gap: the gap occurred due to the translation of customer expectations into
appropriate operating procedures and systems with the business organization.
4. Behavioral gap: the difference between customer expectations and organization’s
performance, focusing on how procedures adequately cover service delivery requirements.
5. Perception gap: the difference between customer performance perceptions and reality.
Gap 1. Promotional gap
What is said about the services
differs from the standards actually
deliver.
↓↓
↑↑
Gap 2. Understanding gap
Managers perceptions of customer’s expectation are inaccurate
Gap 3. The procedural gap
Customer’s expectations are not translated into appropriate operating procedures/systems
Gap 4. The behavioral gap
The service that is from the specification of the service.
Gap 5. The perception gap
The level of service perceived by customers differs from the service actually provided.
Figure 1: service gaps (Schneider and white 2004, 40).
2.4 The Multilevel Model:
The service quality gap
The difference between customer’s expectations of a service and their perceptions of the
actual service delivered by an organization

For this study, adapting the Hierarchical Service Quality Model (HSQM) proposed by Brady and
Cronin (2001) is viewed as a comprehensive multilevel construct that consists of three primary
elements such as interaction quality, physical environment quality, and outcome quality. They
proposed this model to conceptualize perceived service quality. In turn, each of these was
conceived to have three sub dimensions. Thus:
Interaction quality was understood to be made up of the three sub dimensions
of attitude, behavior and experience;
Physical environment quality was made up of the sub dimensions of ambient
condition, design and social factors;
Outcome quality was conceived as being made up of the sub dimensions of
waiting time, tangible and valence (variable personal factors that affect
experience).
2.5 Four-level model of health care system by Ferlie and Shortell-2001:
We can also use four-level model of Ferlie and Shortell (2001) to clarify the structure and
dynamics of the health care system. Ferlie and Shortell (2001) through his model, the health
care system is divided into four “nested” levels:
1. The individual patient;
2. The care team, which includes professional care providers (e.g., clinicians, pharmacists, and
others), the patient, and family members;
3. The organization (e.g., hospital, clinic, nursing home, etc.) that supports the development
and work of care teams by providing infrastructure and complementary resources; and

4. The political and economic environment (e.g., regulatory, financial, payment regimes, and
markets), the conditions under which organizations, care teams, individual patients, and
individual care providers operate.
2.6 Finding service quality attributes and measuring quality perceptions.
The point has already been made that customers have certain expectations about the kind of
performance that is appropriate to a particular service. Certain services are more
industrialized and transactional-based, e.g. fast food, ticket sales, and airline check-in desks.
Other service encounters feature more un- predictability, and hence opportunities for
customization through situational sensitivity (Grönroos 2005).
It was found that if the service employees, through their experience and observations of
encounters, were to compile a basic list of significant service attributes they would in turn
to be able to formulate a simple measurement system that would emulate the process
control system of manufacturing. The study evidenced a two-step configuration of attributes-
should values and could values – the former being values without which the latter could not
effectively operate. (Grönroos 2005.)
Service employees privately sampled their own performance, using a preset scoring system.
Findings indicated that using such simple measuring techniques actually enhanced
performance where the rate of continuous improvement was known. Where performance
was measured and the rate of continuous improvement was not known, performance
degraded over time. Of the number of conclusions that this study yielded, the most salient
were as follows (Grönroos 2005, 76):

That the act of measuring and totaling did indeed enhance subsequent
performance.
That service providers are motivated by evidence and not simply by feeling that they
have improved their progress.
Measurement systems are able to benefit from the measurement effect a continuous
improvement component could be seen to operate the Seven Criteria of Good
Perceived Service Quality.
There has been a range of studies of service quality conducted in many countries. From them
various lists of attributes of factors of good quality can be collated. As was mentioned earlier
in the context of the SERVQUAL determinants, such lists are useful as starting points for
managers who want to develop an appropriate list of attributes of features that describe a
given service. However, in order to make such lists of determinants or factors of good service
quality useful for managerial purposes, they have to be short, yet still provide a
comprehensive list of aspects of good quality. Seven Criteria of good perceived service
quality are an integration of available studies and conceptual work. Some of these studies
have been discussed in this section. One of the seven, professionalism and skills, is outcome
– related and this a technical quality dimension. Another criterion, reputation and credibility,
is image-related, this fulfilling a filtering function. However, four other criteria, attitudes and
behavior, accessibility and flexibility, reliability and trustworthiness, and service recovery, are
clearly process-related and this represent the Functional Quality dimension. Finally, the
impact of service scope is introduced as a seventh criterion. This is clearly a process related,
functional quality criterion. (Grönroos 2005.)
The role of price in a quality is not very clear. Normally, however, the price of a service can
be viewed in relation to the quality expectations of customers or to their previously
perceived service quality. If the price of a service is considered too high, customers will not
buy. Price also has an impact on expectations. But in some situations price seems to be a
quality criterion. A higher price level may equal a better quality in the minds of customers,
especially when the service is highly intangible. In many cases professional services are
examples of such services. (Grönroos 2005.)

1. professionalism and skills
Customers realize that the service provider, its employees, operational systems, and
physical resources have the knowledge and skills required to solve their problems in a
professional way (outcome related criteria).
2. Attitudes and behavior
Customers feel that the service employees (contact persons) are concerned about
them and interested in solving their problems in a friendly and spontaneous way
(process-related criteria).
3. Accessibility and flexibility
Customer feel that the service provider, its location, operating hours, employees, and
operational systems are designed and operate as that it is easy to get access to the
service and are prepared to adjust to the demands and wishes of the customer in a
flexible way (process related criteria).
4. Reliability and trustworthiness
Customers know that whatever takes place or has been agreed up on, they can rely on
the service provider, its employees and systems, to keep promise and perform with
the best interest of the customers at heart (process-related).
5. Service recovery
Customers realize that whatever something goes wrong or something unpredictable
happens the service encounter support a positive experience of the service process
(process-related criteria).
6. Service gap
Customers feel that the physical surrounding and other aspects of the environment of
the service encounter support a positive experience of the service process (process-
related criteria)
7. Reputation and credibility
Customers believe that the service provider’s business can be trusted and gives
adequate value for money, and that stands for good performance and values which
can be shared by customers and the service provider (image-related criteria)
Table2: The seven criteria of good perceived service quality (gronroos 2005, 80).

3. Customer satisfaction
3.1 definition of customer satisfaction
A comprehensive definition of customer satisfaction in term of pleasurable fulfillment is
given by Oliver (1997) in (Grigoroudis & Siskos 2010):
“…Satisfaction is the consumer’s fulfillment response. It is judgment that a product or
service feature, or the product or service itself, provided (or is providing) a pleasurable level
of consumption-related fulfillment, including levels of under-or over fulfillment…”
According to an exhaustive review of Yi (1991) (Grigoroudis & Siskos 2010), customer
satisfaction may be defined in two basic ways: either as an outcome, or as a process
(Table 2):
The first approach defines satisfaction as a final situation or as an end- state
resulting from the consumption experience.
The second approach emphasizes the perceptual, evaluative and psychological
process that contributes to satisfaction.

Although different approaches of defining customer satisfaction may be found in the
literature, the most popular of them are based on the fulfillment of customer expectations.
As, Gerson (1993), Hill (1996), Oliver (1997), and Vavra (1997) (Grigoroudis & Siskos 2010)
mentioned, satisfaction is a standard of how the offered “total” product or service fulfills
customer expectations.
Approach Definition Author
Satisfaction as an outcome The buyer’s cognitive state
of being adequately or
inadequately rewarded for
the sacrifices has
undergone
Howard and Sheth (1969)
An emotional response to
the experience provided by
(or associated with)
particular products or
services purchased, retail
outlets, or even molar
patterns of behavior, as
well as the overall
marketplace
Westbook and relly(1983)
An outcome of purchase
and use resulting from the
buyer’s comparison of the
rewards and the costs of
the purchase in relation to
the anticipated
consequence
Satisfaction as a process An evaluation rendered
that the experience was at
least as good as it was
supposed to be
Hunt (1977)
An evaluation that the
chosen alternative is
consistent with prior
belief’s with respect to that
alternative
Engel and Blackwell (1982)
Table3: Definitions of customer satisfaction (grigorodis and siskos 2010).

3.2 Importance of customer satisfaction
Market-driven business organizations place special emphasis on customer satisfaction.
Edosomwan (1993) in (Grigoroudis & Siskos 2010) defines these organizations as follows:
“…A customer- and market-driven enterprise is one that I committed to provide excellent
quality and competitive products and services to satisfy the needs and wants of customer in
a well-defined market segment…Such an enterprise analyze its market capabilities and
provides products and services to satisfy market needs. It considers its customers as the final
judges who determine product and service satisfaction level, delivery, price and
performance…”.
Dissatisfaction
 No action.
 Public action.
 Private action.
Figure 2: dissatisfied customers complaint behavior (day and London, 1977 in (grigoroudis
and siskos 2010).
•seekredressfromfirmar
manufacture
•take legal actionto obtain
adress
public
action
•warm familyorfriends
about the product
•decide tostopbuyingthe
productor brandor seller
private
action

4. Customer satisfaction measurement
4.1 Definition of customer satisfaction measurement
The measurement of customer satisfaction has emerged within the field of Total Quality
Management (TQM) although it has been explored by several researchers and theorists from
other scientific areas (e.g. marketing). The TQM School formalizes customer satisfaction as a
quality component, as appearing in the major quality awards, emphasizing on the
exploitation of customer satisfaction data within a business organization (Grigoroudis &
Siskos 2010).
Nowadays, the increasing interest in customer satisfaction is closely related to the quality
revolution that started in the early 1980s. The TQM researchers realized that the quality
improvement of products and services could not only rely on the internal metrics and
standards of the business organizations, but it had also to be combined with customer
information and feedback. Moreover, the quality should be manifested in ways relevant and
perceptible to the total set of customers. (Grigoroudis & Siskos 2010.)
Generally, the TQM School studies the problem of customer satisfaction measurement from
the product or service quality viewpoint. In particular, customer satisfaction is considered as
a necessary condition for offering high quality products or services. In the early 1970s, AT&T
was the first company to introduce a market survey different from these that the other
companies used to conduct. This survey was called SAM (Satisfaction Attitude
Measurement) and it was a satisfaction mail survey addressed only to customers that had
used the technical assistance services of AT&T. Given the success of this effort, it was
decided to expand the market survey to the total set of organization’s customers, taking the
form of a telephone survey (TELSAM), so as to be integrated into the permanent customer
satisfaction measurement program of AT&T. (Grigoroudis & Siskos 2010.)
During 1960-1980, customer satisfaction measurement was initially considered as a problem
of consumer behavioral analysis. The most important effort from this perspective was the
following (Grigoroudis & Siskos 2010):
Cardozo: The Cardozo model (1965) in (Gerson 1993) is one of the first research efforts in the
area of customer satisfaction measurement. This approach is based on some if the major
theories of social psychology, aiming at understanding the impact of satisfaction to future
customer purchase behavior. In particular, the model combines Helson’s “contrast effect”

and the Festinger’s theory of cognitive dissonance. The adaptation level theory provides a
conceptual framework, for understanding how consumers form product quality expectations,
suggesting that the perceptual judgment of a person to incoming information depends on
the individual’s current expectation level. The work of Helson (1964) on adaptation level
theory, proposes that stimuli, resulting in a displacement of the adaptation level may also
change and individual’s perception of other information in the series (i.e. a “contrast effect”).
On the other hand, the theory of cognitive dissonance can account for the psychological
consequences of disconfirmed expectations, since it proposes that people have a
motivational drive to reduce dissonance by changing their attitude, beliefs and behaviors
(Grigoroudis & Siskos 2010).
4.2 advantages of customer satisfaction measurement programs
The most important advantages of a customer satisfaction measurement survey may be
summarized in the following (Grigoroudis & Siskov 2010):
Customer satisfaction measurement programs improve the communication with the
total clientele, provided that they constitute continuous and systematic efforts of the
business organization.
Business organizations may examine whether the provided services fulfill customer
expectations. Furthermore, it is possible to examine whether new actions, effort, and
programs have any impact on the organizations’ clientele.
The critical satisfaction dimensions, which should be improved, are identified, as well
as the ways through which this improvement may be achieved.
The most important strengths and weakness of the business organization against
competition are determined, based on customer perceptions and judgments.
The personnel of the business organization are motivated to increase its
productivity given that all improvement efforts, regarding the offered services, are
evaluated by the customers themselves.
It also should be mentioned that although customer satisfaction I a necessary but
not a sufficient condition for the financial viability, several re- searches have shown
that there is a significant correlation among satisfaction level, customer loyalty and
profitability.

5. Empirical research.
5.1 Introduction to DUHC
The Medical Centre of the University of Dhaka, located near the Science Annex Building,
offers free medical service and free pathological examinations to students, teachers and
staffs of the University and also family members of the teachers and staffs. The Centre
provides service round the clock, seven days a week, with 30 doctors working in different
shifts. The Centre also has dental unit, eye unit, x-ray department and two ambulances. The
Centre has in its premises arrangement for 30 bed accommodation so that students suffering
from such contagious diseases as chicken pox, mumps, etc. may be taken care of in isolation.
DUHC served near about 140110 patients who were students, staffs, teachers and their
family in 2012-13. There always present doctors to serve students, staff and teacher. There
also have night shift to serve and a telephone service. DUHC also have medical
ultrasonography and pathological provisions for recipients. In 2012-13 year, DUHC was
conducted 38000 pathological tests. Among those tests hematology was 8750, stool was
9750, urine was 8750 and 10750 bio-chemical tests. It has also done 5150 X-rays.
Eye unit of DUHC mainly perform, identify the problems and reflection. It also do minor
surgery. In 2012-13 eye unit serve 20210patients.
There also have an E.C.G unit in DUHC and there has a part-time cardiologist and a senior
technical officer. In 2012-13, it serves 1980 people.
In the ENT unit, there has a part-time doctor to serve and it serves 3025 patients in 2012-13.
It has 24 hours serving nursing unit for giving injection, dressing, nebulization etc. there also
have bed service for infective diseases like chicken pox. Therefore, it serves students, staff
and teacher who injured in accident. It plays an important role in treatment of the Dhaka
University’s students, staffs, teachers and their family.

5.2 Research methodology.
The aim of the research is to identify the quality of the Dhaka university health care center’s
service. The way to judge the quality was the recipient’s opinion about their satisfaction level
to the service of DUHC. It also tried to find out serving system and the problems and effective
side of serving system of DUHC.
The recipient satisfaction research was implemented by using qualitative research. The
questionnaires were handed out to the recipient of DUHC (students, staffs, teachers and their
family).
The questionnaire included a mix of structured and open questions. This helped recipient to
spend less time to choose the suitable option.
Interview method also took place in this research to know providers opinion about their
opportunity of serving, hinder of serving, logistic and financial support from authority, strong
and weak point of DUHC and suggestion to improve the quality of service.
The aim of the survey was to find out the quality of Dhaka university health care center by
recipient opinion and level of satisfaction.
5.3 Customer Satisfaction Direct Measurement and Research process
According to Caddote & Turgeon (1988) and Woodruff & Gardial (1996) the satisfaction
measurement systems can generally segregate into the following categories according to the
source of the available information (Mattson 2009).
Direct measurement system, based on data coming directly from the set of customers, like
customer satisfaction surveys, customer complaint systems, personal interviews, etc. There
are several types of direct customer satisfaction measurement systems, each providing the
analysis of the particular problem from a different perspective. Individual companies have
developed their own procedures and standards for measuring customer satisfaction that fit
to their structure and operations. After working in the company more than a year, and
having a good knowledge of what the main group of customers is who prefer to shop in the
market, it was decided to do the next approach (Mattson 2009):
define the objectives
develop the research design
identify the attributes
Design the questionnaire
design the sampling plan

gather data
analyze the data
use the data for thesis empirical part
Any customer satisfaction measurement process has the ability to collect qualitative data
regarding customer perceptions, something that is not possible using the mechanisms of a
classic market survey of Naumann (1995) & Giel (1995) (Mattson 2009). This was, the process
gives the ability to identify or formulate specific improvement actions. The goal is not to
conduct a survey or to achieve a predetermined score on the results, but rather to satisfy
customers, which are the most important element of the process (Mattson 2009).
Defining the problem is the most important step in marketing research, since only when
the problem has been clearly and accurately identified can a research project be conducted
properly and gives useful data as result (Mattson2009).
Defining the problem determines the entire project. Regardless of how well a research plan is
designed and carried out, if the problem is not correctly identified, the findings could be
misleading (Mattson 2009).
When designing a survey study, it is important to check the quality of the questionnaire. It is
always necessary to ask yourself and other people whether the concepts you want to
measure are really measured by the way the questions are formulated. It is also necessary
to control for the correctness of all routings in the questionnaire (Saris & Gallhofer 2007,
17).
After corrections in the questionnaire, it would be a benefit to test a new version again, and
only after these activities, it will be suitable for the survey to begin.
The questionnaire has been designed to make customers feel free to think, easy to
operate among answers and be accurate. The questionnaire includes questions related to the
service quality, customer satisfaction and open general question.

5.4 Sampling Strategy
A sample is a subset of the population that should represent the entire group. Sampling is
simply stated as selecting a portion of the population, in your research area, which will be a
representation of the whole population. The strategy is the plan you set forth to be sure that
the sample you use in your research study represents the population from which you drew
your sample (Landreneau2013).
Before combining the example of the questionnaire, it was necessary to form questions
which would give direct answers on the main research questions. Study also requires certain
group of people, and there were no any challenge, as all the recipients of the total
environment were suitable.
5.5 Validity and Reliability
Validity
Validity is concerned with whether the findings are really about what they appear to be
about. It is possible to study the opinions that customers have about the quality of a
particular product manufactured by a particular organization. However, if the research is
conducted shortly after a major product recall this may have a dramatic, and quite
misleading, effect on the findings (Saunders et al. 2009).
Validity is divided into four types (Saunders et al. 2009):
Conclusion validity (is the degree to which conclusions we reach about
relationships in our data are reasonable.).
Internal validity (is the approximate truth about inferences regarding cause-effect
or causal relationship.).
Construct validity (refers to the degree to which inferences can legitimately be
made from the operationalizations in the study to the theoretical constructs on which
those operationalizations were based.).
External validity (refers to the approximate truth of conclusions the involve
generalizations.).
Validity level of this research appears to be high, as it was collected according to the main
key words.

Reliability
Reliability refers to the extent to which data collection techniques or analysis procedures will
yield consistent findings. It can be assessed by posing the following three questions
(Saunders et al. 2009, 156):
Will the measure yield the same result on the occasions?
Will similar observations are reached by other observes?
Is there transparency in how sense was made from the raw data?
In this research it is freely possible to find answers which match the questions related to
reliability. While writing the thesis, the author was trying not to deviate from the main
research questions.

6. Data analysis.
The research was conducted during December, 2014 and January, 2015 and was answered by
the recipients of Dhaka university health care center. It also knocked the opinion of the
service providers who are responsible to provide service. We made an effective questionnaire
combined of structured and open ended questions which would touch every aspects of
service quality. We gave questionnaire to the service seekers after taking his/her service to
know satisfaction level of its service. We divided frequent time as like before 1 pm and after 2
pm when recipients usually come to take service. We also included those people who
generally do not come to DUHC from bus stop of Dhaka university bus routes and halls to
know their satisfaction level in service quality of DUHC. We included staffs of Dhaka
University from their working area to know their satisfaction level and quality of service
because they were not available enough in our visiting time. We included honorable teachers
from their personnel office. The example of the survey is enclosed at the end of the thesis.
6.1 Number of respondent.
As per demand of our research area (topic) and selected sampling area, we
successfully reached. In our method of collecting data, questionnaire method, 68.78%
male and 31.2% female participated. The amount of male and female respondents is
unequal, as the most of the service seekers in DUHC are male. They were participated
willingly after had listened our topic of research.
Chart 1: Number of respondent.
77% was residential and 23% was non residential who were participated to give their
opinion on quality of the service of DUHC.
68.78%
31.2%
Number of respondent
male
Female

Chart 2: Residential/Nonresidential have taken service from DUHC
6.2 Time of going in DUHC.
74.67% of the service seekers come to DUHC before 1.00 pm and 25.33% are come
after 2.00 pm to take their service. Most of the respondents come before launch hour
as the service/doctors would not available. So, they manage their class time/ working
hour for taking health service where DUHC aims to provide 24/7 service.
Chart 3: Time of going DUHC.
6.3 Major causes of going DUHC.
81.78% came to take treatment and 18.22% came to check up. Most of the students
came to get treatment from DUCH who have faith in their service till now.
Chart 4: students cause of going DUHC.
77%
23%
Residential/Non-residential
Residential
Non-residential
74.67%
25.33%
Students
Before 1.00pm
After 2.00pm
81.78%
18.22%
Students
Treatment
Check up

62.5% came to get treatment and 37.5% came to check up. So, most of the staffs have
faith but not enough.
Chart 5: Staffs cause of going DUHC.
Students are more dependent on the service of DUHC than staffs and teachers as they are not
economically solvent. Free treatment is more acceptable than quality of the service, on the
other hand staffs do not depend on DUHC like students as they are more financially solvent
and seek quality service.
6.4 service quality of doctors
We divided service quality in two part giving enough time and satisfaction of the
respondents. In the part of enough time 61.78% of students said doctors gave them
enough time and 38.22% of the students said doctors did not give them enough time
to identify their problem and check up. 62.5%of the staffs said that doctors gave them
enough time and 37.5% said doctors did not give them enough time for check up and
treatment. So, students have less complain than staffs on giving enough time for their
treatment.
Chart 6: pattern of giving time to patient by doctors. (Enough time)
In the time of satisfaction on service quality of the doctors, 73.25% of the students
gave the negative feedback as they are not satisfied on the service of doctors when
26.5% said they were satisfied on the service of doctors which was so least than
satisfied students. 37.5% of the staffs said they are not satisfied on the service of the
doctors when 62.5% of the staffs were not satisfied on the service of the doctors.
Opinion of the staffs is quite similar like students though the satisfaction level has a
bigger portion than students among staffs.
62.5%
37.5%
Staff
Treatment
Check up
61.78%
38.22%
Enough time(Student)
Yes
NO 62.5%
37.5%
Enough time(stuff)
Yes
No

Chart 7: Satisfaction level of students and staff from doctors.
Students and staffs have not so much complain on time during service time in the contrary of
satisfaction on service quality. There has a contradiction on opinion as giving enough time is
not enough to satisfy recipients. So, let’s find out where satisfaction level laid down.
6.5 Quality of medicine service.
In our research we assume that availability of medicine=quality of medicine. In this
question, 26.75% of the students gave positive answer that there has available
medicine service and 73.25% gave negative answer that there has not enough
medicine service. 37.5% gave their opinion that there has available medicine service
on the other hand bigger portion 62.5%said there has not enough medicine service for
their treatment. So, most of the students and staffs have to buy medicine from the
market by money. It is very easy to say now that medicine service of DUHC is not
satisfactory.
Chart 8: Availability of medicine.
6.6 Quality of pathology service.
Pathological service is one of the main services which are aimed by DUHC to serve its
recipients. So, it is very important to know the satisfaction level of the recipients. As
we assume availability of pathological service=satisfactory quality of pathological
service. In this question, 31.11% students are satisfied on availability of pathological
service where 68.89%students are not satisfied on availability of pathological service.
In the staff side, 62.5%staffs are satisfied on availability of pathological service where
37.5%staffs are not satisfied on pathological service of DUHC. So, there has a great
comparison on the satisfaction level of students and staffs and difference of demands.
26.5%
73.25%
satisfaction(student)
yes
No
37.5%
62.5%
satisfaction(staff)
yes
NO
26.75%
73.25%
Availability of
medicine(Student)
Yes
NO
37.5%
62.5%
Avalibility of
medicine(staff)
Yes
NO

Chart 9: Availability of pathology service.
6.7 Emergency service.
Dhaka University health care center has two ambulances to serve in an emergency. So,
it is an indicator to identify the total service quality of it. We presented a question to
know recipients opinion on emergency service and the question were “Did you face
any obstacles/troubles in taking emergency service if you took”. 23.53%said they faced
trouble in taking emergency service where a big amount was satisfied in the
emergency service of DUHC and the amount is 76.47%. So, this service is quite
satisfactory than any other services.
Chart 10: Treble in emergency service.
6.8 Bed service.
Bed service is one of the major and most important services DUHC has committed to
provide as the condition of halls is so vulnerable that is not suitable to stay for a
patient. There have 30 beds for serving students and staffs and teachers and their
family. As staffs and teachers have beautiful houses to live, they do not relay on bed
service of DUHC like students. In the question of “troubles in taking bed service”
31.11%
68.89%
Pathology service
(student)
Yes
No 62.5%
37.5%
Pathology
service(staff)
Yes
No
23.53%
76.47%
Troubles in taking emergency
service
yes
No

23.26%students said that they faced trouble in taking bed service and 76.74%students
said that they did not face any trouble in taking bed service from DUHC. Here has an
observation that no nonresidential students have not yet try to get bed service. So,
among the residential students 23.26%students faced troubles where staffs, teachers
and nonresidential students do not take bed service, quality of this service is quite
dissatisfactory.
Chart 11: Availability of bed service.
6.9 Nursing service
Nursing service is a very important service especially when one gets accident or kind of
skin diseases. As nursing service is one of the main services committed to serve to
DUHC’s recipients. In the question of quality of nursing service, 28%students said that
nursing service of DUHC is satisfactory and 72%students said that this service is not
satisfactory. 40.63%staffs said that nursing service is satisfactory and 59.37%staffs said
that this service is not satisfactory. There has a difference on the satisfaction level
between students and staffs that 12.63% staffs are happy than students as they do not
fully relay on the service of DUHC.
Chart 12: Quality of nursing service.
23.26%
76.74%
Troubles in taking bed
service
yes
No
28%
72%
Quality of nursing
service(student)
Satisfactory
Dissatisfactory
40.63%
59.37%
Qulity of nursing
service(staff)
Satisfactory
Dissatisfactory

6.10 Environment of DUHC.
Environment is a great factor is providing health service. So, it was a part of our
research to know that do the environmental condition of serving area hygienic or
unhygienic. 45.33%students said that environmental condition is hygienic and
54.67%students said that environmental condition is not hygienic. 53.12%staffs gave
their opinion that DUHC has hygienic environment and 46.88%staffs said that it has
not hygienic environment of serving patient. There has a small difference on the
opinion between students and staffs as staffs are more satisfied on the environmental
condition. As our observation environmental condition is not hygienic in the bed
service area, so staffs do not face that environmental condition as like students. In this
area has an another observation that students are also responsible to make the
environment unhygienic in the bed service unit for that they are not dissatisfied like
other services of DUHC.
Chart 13: Quality of Environment.
6.11 Problems of causing dissatisfaction.
As our topic of research that service quality of Dhaka University health care center,
identification of satisfaction and dissatisfaction level is very important. As per demand
of the research there has a question in our questionnaire that is problems of DUHC
that are causing dissatisfaction. 36.36%respondents said that main problem that
causing dissatisfaction is “lack of cordiality from doctors/staffs/nurses.
44.73%respondents gave their opinion that unavailability of doctors/nurses/staffs
during the service period causing dissatisfaction. 22.91%respondents gave their
45.33%
54.67%
Quality of
environment(Student
Hygenic
unhygenic
53.12%
46.88%
Quality of
environment(staff)
Hygenic
unhygenic

opinion that lack of emergency service causing dissatisfaction. 12.73%repondents said
that unhygienic condition of DUHC is causing dissatisfaction among the recipients of
its. 6.91% has identified others problems like unavailability of medicine, complex
serving system, lack of pathological service etc. 0.73%respondents have not any kinds
of dissatisfaction. In this the contradiction of the point 6.4 has clear that doctors are
giving enough time but they are not available at serving period as 44.73%respondents
said that unavailability of doctors/nurses/staffs is causing dissatisfaction among the
service recipients of DUHC.
Chart 14: problems causing dissatisfaction.
6.12 Satisfying factors.
As per demand of our research, we try to know the satisfying factors of DUHC.
42.80%respondents said that cordiality from the doctors is a satisfying factor of its
service. This opinion has made a contradiction between this and dissatisfying factors
which is 36.36%respondents said that lack of cordiality from doctors causing
dissatisfaction. Here is our opinion that respondents are happy by the cordiality of the
doctors than public hospitals (lack of cordiality of doctors from public hospitals, Public
and private hospitals in Bangladesh: service quality and predictors of hospital choice,
Andaleeb ss1). 47.67%respondents said that hygienic condition of DUHC could be a
factor of satisfaction. 17.09%respondents said that availability of medicine is a
satisfactory factor of DUHC’s service. 3.67%respondents said that they have not found
any factors that could bring satisfaction among the recipients of its service.
Problems causing…
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
Problemscausing dissatisfaction
Problems causing dissatisfaction

Chart 15: Satisfying factors.
6.13 Types of diseases mainly handled by DUHC.
The research tries to know what kind of diseases mainly handled by DUHC. We found
that it mainly handled common diseases like fever, cough, and diarrhea etc. 40%
respondents went to the service center for fever, 20%recipients came for cough
problem, 17%recipients came for gastric problem, 11%came for ENT problem(Eye,
Nose), 9%came for dental treatment, 7%came for eye problem, 5%came for dysentery,
4% came for diarrhea, 3%came for sexual problem, 2% came for Diabetes, 2% came for
chicken pox, 1% came for Blood pressure. So, recipients do not come with a major
problem.
Chart 16: Common diseases of DUHC.
6.13 Overall satisfaction level.
At the time of overall satisfaction level, we divided satisfaction level in 5 steps that is
25%, 50%, 75%, 90% and 100%. 28.44%students said that they are 25% satisfied on
42.80%
47.67%
17.09%
3.67%
Satisfying factors
Cordiality from doctors
Hygenic condition of
DUHC
Availibility of medicine
and pathology service
No satisfaction
1% 2% 2% 3% 4% 5%
7%
9%
11% 11%
17%
20%
40%
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
Diseases

the service of DUHC. 38.56%students said that they are 50%satisfied on its service.
28.49%students said that they are 75%satisfied on service quality. 7.11%students gave
their opinion on 90%satisfaction level on the service quality of DUHC. As our
assumption there we did not find any students who are 100%satisfied with the service
quality of this institution which perform a great job that is students health where
should gain 100%satifaction of its recipients. We can say that as a very important duty
of it’s, it should maintain such quality that could bring 100%satisfaction of minimum
80%student’s satisfaction.
Chart 17: overall satisfaction level of students.
34%staffs said that they are 25%satisfied on the service quality of DUHC. 24%staffs
said that they are 50%satisfied on service quality. 14%staffs took their position on
75%satisfaction level of it service quality. 28%staffs declared their position on the
satisfaction level of 90% but common result occur at the satisfaction level of 100%, it’s
brought 0%staffs. So, we can say that staffs of Dhaka University also not enough
satisfied on the service quality of DUHC.
25%
50%
75%
90%
100%
0.00%
5.00%
10.00%
15.00%
20.00%
25.00%
30.00%
35.00%
40.00%
Student
28.44%
39.56%
24.89%
7.11%
0%
25%
50%
75%
90%
100%

Chart 18: overall satisfaction level of staff (staff)
(Provider Part)
6.14 Sufficient and modern equipment.
To find out the service quality of any organization, we have to take the opinion on the
providers so that we could know their limitations and the reasons of limitations and
also could know secretes of service quality. As DUHC is a health service providing wing
of Dhaka University and it is committed to provide quality health service, sufficient and
modern equipment is very important. Because of its importance we add this question
in our questionnaire for providers. 30%doctors said that they have sufficient and
modern equipment for treatment and 70%doctors said that they have not sufficient
and modern equipment for the service. 60%staffs of DUHC said that they have
sufficient and modern equipment to serve where 40% said they have not sufficient and
modern equipment to serve. At this position, we found a great contradiction between
the opinion of doctors and staffs in the term of sufficient and modern equipment.
Majority of the doctors said that they have not sufficient and modern equipment
where majority of the staffs said they have sufficient and modern equipment to serve.
It could be happen that doctors have not sufficient and modern equipment on the
other hand staffs have.
Chart 19: sufficient and modern equipment.
25%
50%
75%
90%
100%
0%
10%
20%
30%
40%
Staff
34%
24%
14%
28%
0%
25%
50%
75%
90%
100%
30%
70%
Sufficient and
modern
equipment(Doctor)
Have
Have not 60%
40%
Sufficient and
modern
equipment(Staff)
Have
Have not

6.15 Logistics and resource support from authority.
Logistics and resource support are very important to serve a quality service. As we
want to know service quality of DUHC, we add this question to our questionnaire.
100%doctors said that they have enough logistics and resource support from authority
where 60%staffs said they have full logistics and resource support and 40%staffs said
that they have not enough logistics and resource support.
Chart 20: logistic and resource support from authority.
6.16 Existing problems.
As our assumption that service quality of DUHC is not satisfactory, we wanted to know
the main problems of it from the providers. We selected nine sectors which are
important to serve patient. 7% identified that lack of accommodation is a problem of
DUHC. 21% identified that shortage of doctors is the main problem. 50% indicated lack
of sufficient and modern equipment. 14% indicated shortage of ambulance service is
the main problem of DUHC. 7% identified absence of blood bank is the main problem.
7%identified unavailability of doctors as vacant post of doctors. 14% indicated that lack
of residential facility of the staffs is the main problem. 21% identified that bureaucratic
problem in approving equipment. 7%identified lack of clean official environment is the
main problem of Dhaka University health care center. There are many problems in
Dhaka university health care center. So, it has to give importance to those which are
affecting service quality severely.
100%
0%
Logistic and resource
support(Doctor)
Yes
No 60%
40%
Logistics and resource
support(Staff)
Yes
No

Chart 21: problems of DUHC.
7%
21%
50%
14%
7%
7%
14%
21%
7%
Problemsof DUHC
lack of accomodation
Shortage of doctors/staff/nurses
lack of modern equipment
Shortage of ambulance
No bloodbank
Vacancy in doctors post
Lack of residential facility for
stuff
Bureaucratic problem in
approving equipment
lack of clean official environment

Conclusion
Summary of the findings.
Service quality of an organization depends on many things such as timeliness, cost, quality of
the product, customer service, responses on customer demands and so on. As our area of
research is a quasi-public health service providing organization (Dhaka University heath care
center), it has several characteristics on service providing. If we want to identify the service
quality of DUHC we have to take opinion of side, recipients and providers, as well as opinion
on the quality indicators of service. In our research, we combined both sectors to identify
service quality of DUHC as well as area of improvement and strong point of service. For
recipients, we try to know their satisfaction level and dissatisfaction level. We also try to
know service wise satisfaction level which actually indicate how good/poor service DUHC is
providing. For providers, we try to know that are they have enough and modern equipment
to serve? Are they have enough logistic and resource support? And problem of DUHC is facing
to serve quality service. As our assumption combination of both sides only could bring the
actual service quality of DUHC.
In our survey, we found that no recipients were not satisfied enough on the service of DUHC.
At the present modern age, it has not enough modern equipment like digital x-ray.
Unavailability of doctors is a major problem because of lack of benefits. 30 bed services are
quite poor against above 30000 recipients. Unavailability of proper medicine is also causing
dissatisfaction. As the poor corporate culture from the staffs of Dhaka University, DUHC staffs
are not exception. Due to lack of benefits for doctors, they are not willing to join in DUHC
(according to the director of DUHC). There also have an aspiration that University of Dhaka
has an aim to make DUHC from a paramedical to medical college but due to lack of fund it’s
hugging out.
As service quality of DUHC is degrading day by day and no research have not been conducted
yet on this institution, we choose it from a hope that after this research authority would look
after the weak unit of DUHC for providing a quality heath service.

Recommendations from recipients and providers.
As service is for customers (recipients), recommendation should come from customers
(recipients) to solve problem. Recommendations from recipients are given below:
Cordiality of doctors/nurses/staffs should be increased.
Sufficient and appropriate medicine should be provided.
Doctors/nurses/staffs should be increased with proper number.
Suggested medicine should be available.
Number of ambulance should be increased.
DUHC should maintain hygienic environment.
Staffs/nurses should perform their duty perfectly.
University authority should supervise the activity of DUHC.
Service delivery of DUHC should be improved/ digitalized.
Pathological service should be modernized.
Nursing service should be improved.
Experienced doctors should be recruited.
Doctors should care patients sincerely.
Emergency service delivery should be improved.
Specialist doctors/nurses should be recruited.
Amount of medicine should be increased in a decent manner.
DUHC should be institutionalized.
Quality of service should be increased.
Modern equipment should be available in medical center.
Treatment of complex diseases should be available in DUHC.
Bed service should be increased specially for female.
Service should be people oriented.
Doctors/nurses/staffs should be available during service period.
Sufficient medicine should be available according to students demand.
More homeopathic doctors should be recruited.
DUHC should provide sufficient homeopathic medicine.
Modernization of the whole system.
DUHC should strictly control doctor’s schedule.

Recommendations from the providers for the present problems of DUHC are given below:
Modern equipment for treatment.
Budget should be increased.
Number and size of office room and infrastructure should be extended and develop.
Residential facilities for doctors, staffs, nurses.
Bring digital machine.
Manpower of DUHC should increase.
Surgical and pathological service should be improved and modernized.
Increase amount of doctors and staffs.
Develop ambulance service.
Up gradation of proper equipments.

Appendix:1
Questionnaire
(Recipient Part)
(Only for academic purpose)
Department of Public Administration, University of Dhaka
Name of Hall:................................................................................ □ Residential □ Non-
residential
Gender: □ Male □ Female Designation: □ Student □ Teacher □ Staff □ Other
Age:.......................... Time:...........
1) What is the reason to come in DU health center?
□ Treatment □ Check up
2) What kind of treatment do you need?
□ Homeopathic □ Allopathic □ Dental □ Eye
3) What is the cause of your suffering (Name of disease)?
□ Cough □ Dysentery □ Diahorea □ Fever □
Others.................................
4) Do you think that doctor give you enough time for your treatment?
□ Yes □ No
5) Are you satisfied with doctor’s treatment?
□ Yes □ No
6) Is the suggested medicine available in DU health center?
□ Yes □ No
7) Do you get sufficient medicine in DUHC for your treatment?
□ Yes □ No
8) Is the suggested pathological treatment/service available here?
□ Yes □ No
9) Have you faced any trouble to get emergency service like ambulance service (If you have
taken)?
□ Yes . If yes, why....................................................................... □ No
10) Have you faced any trouble to get bed service in the health center (If have you taken)?
□ Yes . If yes, why........................................................................ □ No

11) Do you think nursing service in DU health center is sufficient?
□ Yes □ No
12) Is the environment of DU health center hygienic?
□ Yes □ No
13) What are the problems in DU health service delivery causing your dissatisfaction?
a) Lack of cordiality form doctors/nurses/staffs
b) unavailability of doctors/nurse/staffs during service period
c) lack of emergency service
d) unhygienic condition of DUHC
e) other....................................
14) What are the satisfying factors in DU health center service delivery?
a) Cordiality form doctors/nurses/staffs
b) Hygienic condition of DUHC
c) Availability of medicine and pathology service
d) others...........................................................
15) What is your level of satisfaction about service delivery of DUHC?
a) 25% b) 50% c) 75% d) 90% e) 100%
16) What your suggestions to improve the service delivery of DUHC?
……………………………………………………………………………..
Questionnaire
(Provider Part)
(Only for academic purpose)
Department of Public Administration, University of Dhaka
Name of Hall:................................................................................ □ Residential □ Non-
residential
Gender: □ Male □ Female Designation: □ Doctor □ Nurse □ Staff □ Other
Post:.................................................................Grade:..................................................
1) Do you get sufficient and modern equipment for giving treatment to the patients?
□ Yes □ No
2) Do you get available supports from the authority in providing the services to the patients?
□ Yes □ No

3) What are the most common diseases among the patients come here?
□ Fever □ Gastric □ Dysentery □ Diarrhea □ Dental □ Eye □ Cold □ Headache □ Injury □
Other.................................
4) Is there any excessive pressure in providing services?
□ Yes □ No
5) Are you satisfied with present service delivery system of DU health center?
□ Yes □ No
6) Do you think there is any problem in DU health center?
□ Yes □ No
If yes, what are the problems?
a)...........................b)............................c)...........................d).................................
7) What your suggestions to improve the service delivery of DUHC?
.....................................................................................................................
Appendix: 2
Picture: 1 Dhaka University health care center.
Picture2: Receipt and medicine distributing center.

Picture3: Pathology, Biochemistry and Surgical unit.
Picture 4: Nursing unit.
Picture5: Child, women and Night doctor’s room.

Picture6: Bed service unit of DUHC.
Picture7: Infect able diseases care unit and store of DUHC.
Picture8: cooking space cum balcony cum any one can see.

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