Gender Differences in Service Quality of Upazila Health Complex in Bangladesh
Maruf Hasan Rumi, Niaz Makhdum, Md. Harunur Rashid, Abdul Muyeed
Abstract
The gender-based differences in satisfaction on the service quality of the Upazila Health Complex (UHC) in Bangladesh are assessed in this paper using the SERVQUAL model. Two Upazila, field administrative unit of Bangladesh, of Meherpur district of Bangladesh, were selected to conduct the study. The study used a quantitative approach, primarily using the survey method. The research found that the perception of male and female on service quality of UHC varies significantly. Though they have a similar perception of reliability dimension, females still have a comparatively more positive perception of accessibility, tangibles, empathy, and responsiveness dimensions to UHC than male service receivers. The regression result showed that responsiveness is the key factor to bring satisfaction in service, while empathy and accessibility moderately influence service receivers' satisfaction. The findings will be useful for policymakers, public health stakeholders, earnest learners, practitioners, and academia.