Perceived Service Quality and Social Impact of Punjab Employees Social Security Institution (PESSI): A Psychometric and Empirical Investigation

Abstract

This research examined how PESSI services are perceived by workers, on the basis of 500 workers. An experimental scale in measuring service-related and social aspects of PESSI was specifically designed to record the assessments of workers towards the service-related and social aspects. Exploratory factor analysis (EFA) was used to develop the construct validity of the instrument and the results obtained were two distinct factors which were identified as; Perceived Service Quality and Doctor Patient Relationship Quality. These aspects indicate not only the efficiency of PESSI services but also their socio-economic understanding in a wider context, towards employees. The factor structure was also tested by confirmatory factor analysis (CFA) which indicated good fit to model and proved reliability and validity of measurement model proposed. Mixed-methods design (N=500 workers). Phase I: Item generation via interviews (n=20). Phase II: Psychometric validation (EFA, CFA, reliability tests). Phase III: Main survey using the validated scale. The final WSPSS comprised 48 items loading on two factors. This paper focuses on Factor 1: Perceived Service Quality and Social Impact (40 items, α=.86). EFA/CFA confirmed robust structure. Descriptive results (M=54.06, SD=5.82) indicated moderately positive perceptions. ANOVA showed no significant differences in perceptions based on industry type, healthcare type, financial support type, or enrolment duration (all *p* > .05). The indigenous scale is a reliable and valid tool. Workers generally perceive PESSI services positively, with benefits impacting financial stress, family well-being, and institutional trust. Service experiences are consistent across demographic and enrollment groups, suggesting standardized delivery.

Keywords: Punjab Social Security (PESSI), Service Quality, Social Impact, Scale Development, Worker Satisfaction, Pakistan.