Purpose This study aims to explore the relationship between healthcare perceived service quality (HCSQ) and patient loyalty. Mediating role of patient satisfaction is also assessed between HCSQ and patient loyalty. Design/methodology/approach A sample of 600 was gathered using stratified random sampling technique from inpatients of public and private sector hospitals of Pakistan through self-administered questionnaire, and was analyzed through regression analysis. Findings Findings indicate that healthcare perceived service quality has a significant positive effect on patients’ loyalty. Patient satisfaction also mediates the relationship between HCSQ and patient loyalty. Findings state that there is a significant difference between HCSQ which is perceived by the patients of both public and private sector hospitals. Differences suggest that the patients of private sector hospitals were found more satisfied than their counterparts. Practical implications The results indicate that hospital managers should have knowledge about the perceptions and satisfaction of patients as it leads to a step towards introducing reforms in the quality of healthcare sector. Originality/value No such particular research in literature has been made earlier in Pakistan’s context which has assessed the perceptions of patients in terms of HCSQ dimensions as being addressed in this study. Thus, this study endeavors to fill that gap in terms of measuring healthcare services provided by both public and private sector hospitals. Outcomes of this study will enable hospitals’ managers to get a better understanding towards stronger as well as weaker aspects of service quality, and will help in observing factors which contribute towards patients’ satisfaction and patient loyalty in building long term relationships between hospital and patients.

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Purpose – The purpose of this paper is to observe different aspects of working relationships between supervisees/mentees with their academic supervisors/mentors from the mentees’ perspective. Respondents were asked about networking, instrumental, psychological help received from their mentors and their working relationships with their mentors. Design/methodology/approach – A descriptive study was carried out in the COMSATS Institute of Information Technology, a public university of Pakistan. Data were collected from its main campus of Islamabad only, the capital of Pakistan. Respondents were Master of Science (MS) and PhD level students actively engaged in research projects/theses with their mentors. A final sample of 104 respondents was used for data analysis, comprising of 65 MS and 39 PhD students, from six departments offering graduate programs. Descriptive analysis was mainly used here to observe mean differences (ANOVA) based on control variables of supervisees gender, academic program, supervisor designation, gender and selection. Findings – Major significant mean scores differences were observed between supervisees who selected supervisors themselves and those who were assigned supervisors by the concerned department. In academic programs (MS vs PhD), some significant differences in instrumental and psychological help were observed, whereas no significant differences were found on gender basis (both supervisees and supervisors), supervisor designation and supervisees’ category (full-time, part-time and faculty on leave). Originality/value – This study endeavored to observe relationships between supervisees and their supervisors in an academic environment using descriptive analysis. No such particular research in literature has been made earlier on national level and thus this study tries to fill that gap. This research’s outcomes can be useful to all the concerned parties i.e. the mentor, supervisees and the graduate school. Mentors can assess how supervisees rate the supervision style and contribution. Supervisees can benefit from the experiences of their fellows and the graduate schools can assess which aspects of relationship matter most to the supervisees at different levels.

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The study aims to determine the gap between perceived and expected service quality of COMSATS Institute of Information Technology (CIIT) library. Data were obtained from faculty members, graduate students and undergraduate students of Business Administration about the service quality of CIIT library. A final sample of 281 respondents was used for data analysis. The obtained data were analysed by comparing mean and standard deviation of perceived and expected service quality. Gap analysis of expected and perceived service quality was also conducted and ANOVA test was used to observe the significant mean differences of expectations and perceptions among faculty members, graduate and undergraduate students. Findings of this survey reveal a disparity between the expectations and perceptions of respondents and thus require that the library should enhance its services, especially staff oriented. The results will be beneficial and act as guidelines for the library management in identifying their strengths and weaknesses.