ABSTRACT
SERVQUAL model is an effective tool for measuring the service quality of private hospitals and clinics with context to obstetric/maternity patients in the Covid-19 pandemic. Hospitals can use this model to improve their efficiency and quality. The novelty of this research lies in the fact that there had been little work done on maternity patients, especially in the context of services provided in private hospitals in Pakistan during the COVID-19 pandemic. Based on this logic, we investigated maternity patients’ expectations and perception levels amid COVID-19 by employing the SERVQUAL model. Power and precision software are used for sample size, and 263 questionnaires were administered, out of which 210 were found useable, while SPSS, AMOS, and SEM are used for data analysis. The research findings reveal that all the SERVQUAL scale dimensions have a positive and significant result concerning the Quality of service. Also, a weak relationship exists between tangibility and Quality of service. Apart from recommending relevant policies, we highlighted the study’s limitations and proposed some directions for future research in the area.
