Measuring patient-perceived hospital service quality

a conceptual framework

Yogesh Pai, Satyanarayana T. Chary

    Research output: Contribution to journalArticle

    11 Citations (Scopus)

    Abstract

    Purpose – Although measuring healthcare service quality is not a new phenomenon, the instruments used to measure are timeworn. With the shift in focus to patient centric processes in hospitals and recognizing healthcare to be different compared to other services, service quality measurement needs to be tuned specifically to healthcare. The purpose of this paper is to design a conceptual framework for measuring patient perceived hospital service quality (HSQ), based on existing service quality literature. Design/methodology/approach – Using HSQ theories, expanding existing healthcare service models and literature, a conceptual framework is proposed to measure HSQ. The paper outlines patient perceived service quality dimensions. Findings – An instrument for measuring HSQ dimensions is developed and compared with other service quality measuring instruments. The latest dimensions are in line with previous studies, but a relationship dimension is added. Practical implications – The framework empowers managers to assess healthcare quality in corporate, public and teaching hospitals. Originality/value – The paper helps academics and practitioners to assess HSQ from a patient perspective.

    Original languageEnglish
    Pages (from-to)300-323
    Number of pages24
    JournalInternational Journal of Health Care Quality Assurance
    Volume29
    Issue number3
    DOIs
    Publication statusPublished - 18-04-2016

    Fingerprint

    Quality of Health Care
    Delivery of Health Care
    Public Hospitals
    Teaching Hospitals
    Hospital services
    Service quality
    Conceptual framework
    Healthcare
    Health care services

    All Science Journal Classification (ASJC) codes

    • Health Policy

    Cite this

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    abstract = "Purpose – Although measuring healthcare service quality is not a new phenomenon, the instruments used to measure are timeworn. With the shift in focus to patient centric processes in hospitals and recognizing healthcare to be different compared to other services, service quality measurement needs to be tuned specifically to healthcare. The purpose of this paper is to design a conceptual framework for measuring patient perceived hospital service quality (HSQ), based on existing service quality literature. Design/methodology/approach – Using HSQ theories, expanding existing healthcare service models and literature, a conceptual framework is proposed to measure HSQ. The paper outlines patient perceived service quality dimensions. Findings – An instrument for measuring HSQ dimensions is developed and compared with other service quality measuring instruments. The latest dimensions are in line with previous studies, but a relationship dimension is added. Practical implications – The framework empowers managers to assess healthcare quality in corporate, public and teaching hospitals. Originality/value – The paper helps academics and practitioners to assess HSQ from a patient perspective.",
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    Measuring patient-perceived hospital service quality : a conceptual framework. / Pai, Yogesh; Chary, Satyanarayana T.

    In: International Journal of Health Care Quality Assurance, Vol. 29, No. 3, 18.04.2016, p. 300-323.

    Research output: Contribution to journalArticle

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