Dimensions of hospital service quality

A critical review: Perspective of patients from global studies

Yogesh P. Pai, Satyanarayana T. Chary

    Research output: Contribution to journalReview article

    23 Citations (Scopus)

    Abstract

    Purpose: The purpose of this paper is to review the service quality dimensions established in various studies conducted across the world specifically applied to health care. Design/methodology/approach: Studies conducted on quality of care selected from literature databases - Ebsco, Emerald Insight, ABI/Inform - was subjected to a comprehensive in-depth content analysis. Findings: Service quality has been extensively studied with considerable efforts taken to develop survey instruments for measuring purposes. The number of dimensional structure varies across the studies. Self-administered questionnaire dominates in terms of mode of administration adopted in the studies, with respondents ranging from 18 to 85 years. Target sample size ranged from 84-2,000 respondents in self-administered questionnaires and for mail administration ranged from 300-2,600 respondents. Studies vary in terms of the scores used ranging from four to ten-point scale. A total of 27 of the studies have used EFA, 11 studies have used structural equation modelling and eight studies used gap scores. Cronbach's alpha is the most commonly used measure of scale reliability. There is variation in terms of measuring the content, criteria and construct validation among the studies. Practical implications: The literature offers dimensions used in assessing patient perceived service quality. The review reveals diversity and a plethora of dimensions and methodology to develop the construct discussed. Originality/value: The reported study describes and contrasts a large number of service-quality measurement constructs and highlights the usage of dimensions. The findings are valuable to academics in terms of dimensions and methodology used, approach for analysis; whereas findings are of value to practitioners in terms of the dimensions found in the research and to identify the gap in their setting.

    Original languageEnglish
    Pages (from-to)308-340
    Number of pages33
    JournalInternational Journal of Health Care Quality Assurance
    Volume26
    Issue number4
    DOIs
    Publication statusPublished - 04-2013

    Fingerprint

    Quality of Health Care
    Validation Studies
    Postal Service
    Sample Size
    Surveys and Questionnaires
    Hospital services
    Service quality
    Databases
    Delivery of Health Care
    Research
    Questionnaire
    Methodology
    Quality of care
    Exploratory factor analysis
    Construct validation
    Healthcare
    Sample size
    Quality measurement
    Design methodology
    Perceived service quality

    All Science Journal Classification (ASJC) codes

    • Health Policy

    Cite this

    @article{b82287053c6545e89ab6c28a6a9bd1b9,
    title = "Dimensions of hospital service quality: A critical review: Perspective of patients from global studies",
    abstract = "Purpose: The purpose of this paper is to review the service quality dimensions established in various studies conducted across the world specifically applied to health care. Design/methodology/approach: Studies conducted on quality of care selected from literature databases - Ebsco, Emerald Insight, ABI/Inform - was subjected to a comprehensive in-depth content analysis. Findings: Service quality has been extensively studied with considerable efforts taken to develop survey instruments for measuring purposes. The number of dimensional structure varies across the studies. Self-administered questionnaire dominates in terms of mode of administration adopted in the studies, with respondents ranging from 18 to 85 years. Target sample size ranged from 84-2,000 respondents in self-administered questionnaires and for mail administration ranged from 300-2,600 respondents. Studies vary in terms of the scores used ranging from four to ten-point scale. A total of 27 of the studies have used EFA, 11 studies have used structural equation modelling and eight studies used gap scores. Cronbach's alpha is the most commonly used measure of scale reliability. There is variation in terms of measuring the content, criteria and construct validation among the studies. Practical implications: The literature offers dimensions used in assessing patient perceived service quality. The review reveals diversity and a plethora of dimensions and methodology to develop the construct discussed. Originality/value: The reported study describes and contrasts a large number of service-quality measurement constructs and highlights the usage of dimensions. The findings are valuable to academics in terms of dimensions and methodology used, approach for analysis; whereas findings are of value to practitioners in terms of the dimensions found in the research and to identify the gap in their setting.",
    author = "Pai, {Yogesh P.} and Chary, {Satyanarayana T.}",
    year = "2013",
    month = "4",
    doi = "10.1108/09526861311319555",
    language = "English",
    volume = "26",
    pages = "308--340",
    journal = "International Journal of Health Care Quality Assurance",
    issn = "0952-6862",
    publisher = "Emerald Group Publishing Ltd.",
    number = "4",

    }

    Dimensions of hospital service quality : A critical review: Perspective of patients from global studies. / Pai, Yogesh P.; Chary, Satyanarayana T.

    In: International Journal of Health Care Quality Assurance, Vol. 26, No. 4, 04.2013, p. 308-340.

    Research output: Contribution to journalReview article

    TY - JOUR

    T1 - Dimensions of hospital service quality

    T2 - A critical review: Perspective of patients from global studies

    AU - Pai, Yogesh P.

    AU - Chary, Satyanarayana T.

    PY - 2013/4

    Y1 - 2013/4

    N2 - Purpose: The purpose of this paper is to review the service quality dimensions established in various studies conducted across the world specifically applied to health care. Design/methodology/approach: Studies conducted on quality of care selected from literature databases - Ebsco, Emerald Insight, ABI/Inform - was subjected to a comprehensive in-depth content analysis. Findings: Service quality has been extensively studied with considerable efforts taken to develop survey instruments for measuring purposes. The number of dimensional structure varies across the studies. Self-administered questionnaire dominates in terms of mode of administration adopted in the studies, with respondents ranging from 18 to 85 years. Target sample size ranged from 84-2,000 respondents in self-administered questionnaires and for mail administration ranged from 300-2,600 respondents. Studies vary in terms of the scores used ranging from four to ten-point scale. A total of 27 of the studies have used EFA, 11 studies have used structural equation modelling and eight studies used gap scores. Cronbach's alpha is the most commonly used measure of scale reliability. There is variation in terms of measuring the content, criteria and construct validation among the studies. Practical implications: The literature offers dimensions used in assessing patient perceived service quality. The review reveals diversity and a plethora of dimensions and methodology to develop the construct discussed. Originality/value: The reported study describes and contrasts a large number of service-quality measurement constructs and highlights the usage of dimensions. The findings are valuable to academics in terms of dimensions and methodology used, approach for analysis; whereas findings are of value to practitioners in terms of the dimensions found in the research and to identify the gap in their setting.

    AB - Purpose: The purpose of this paper is to review the service quality dimensions established in various studies conducted across the world specifically applied to health care. Design/methodology/approach: Studies conducted on quality of care selected from literature databases - Ebsco, Emerald Insight, ABI/Inform - was subjected to a comprehensive in-depth content analysis. Findings: Service quality has been extensively studied with considerable efforts taken to develop survey instruments for measuring purposes. The number of dimensional structure varies across the studies. Self-administered questionnaire dominates in terms of mode of administration adopted in the studies, with respondents ranging from 18 to 85 years. Target sample size ranged from 84-2,000 respondents in self-administered questionnaires and for mail administration ranged from 300-2,600 respondents. Studies vary in terms of the scores used ranging from four to ten-point scale. A total of 27 of the studies have used EFA, 11 studies have used structural equation modelling and eight studies used gap scores. Cronbach's alpha is the most commonly used measure of scale reliability. There is variation in terms of measuring the content, criteria and construct validation among the studies. Practical implications: The literature offers dimensions used in assessing patient perceived service quality. The review reveals diversity and a plethora of dimensions and methodology to develop the construct discussed. Originality/value: The reported study describes and contrasts a large number of service-quality measurement constructs and highlights the usage of dimensions. The findings are valuable to academics in terms of dimensions and methodology used, approach for analysis; whereas findings are of value to practitioners in terms of the dimensions found in the research and to identify the gap in their setting.

    UR - http://www.scopus.com/inward/record.url?scp=84878227956&partnerID=8YFLogxK

    UR - http://www.scopus.com/inward/citedby.url?scp=84878227956&partnerID=8YFLogxK

    U2 - 10.1108/09526861311319555

    DO - 10.1108/09526861311319555

    M3 - Review article

    VL - 26

    SP - 308

    EP - 340

    JO - International Journal of Health Care Quality Assurance

    JF - International Journal of Health Care Quality Assurance

    SN - 0952-6862

    IS - 4

    ER -