Patient-perceived hospital service quality

an empirical assessment

Yogesh P. Pai, Satyanarayana T. Chary, Rashmi Yogesh Pai

Research output: Contribution to journalArticle

Abstract

Purpose: The purpose of this paper is to appraise Pai and Chary’s (2016) conceptual framework for measuring patient-perceived hospital service quality (HSQ). Design/methodology/approach: A structured questionnaire was used to obtain data from teaching, public and corporate hospital patients. Several tests were conducted to assess the instrument’s reliability and validity. Pai and Chary’s (2016) nine dimensions for measuring HSQ were examined in this paper. Findings: The tests confirm that Pai and Chary’s (2016) conceptual framework is reliable and valid. The study also establishes that the nine dimensions measure HSQ. Practical implications: The framework empowers managers to assess service quality in any hospital settings, corporate, public and teaching, using an approach that is superior to the existing HSQ scales. Originality/value: This paper helps researchers and practitioners to assess HSQ from patient perspectives in any hospital setting.

Original languageEnglish
Pages (from-to)76-91
Number of pages16
JournalInternational Journal of Health Care Quality Assurance
Volume31
Issue number1
DOIs
Publication statusPublished - 01-01-2018

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Teaching
Public Hospitals
Hospital services
Service quality
Reproducibility of Results
Research Personnel
Conceptual framework
Design methodology
Questionnaire
Managers
Surveys and Questionnaires

All Science Journal Classification (ASJC) codes

  • Health Policy

Cite this

Pai, Yogesh P. ; Chary, Satyanarayana T. ; Pai, Rashmi Yogesh. / Patient-perceived hospital service quality : an empirical assessment. In: International Journal of Health Care Quality Assurance. 2018 ; Vol. 31, No. 1. pp. 76-91.
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Patient-perceived hospital service quality : an empirical assessment. / Pai, Yogesh P.; Chary, Satyanarayana T.; Pai, Rashmi Yogesh.

In: International Journal of Health Care Quality Assurance, Vol. 31, No. 1, 01.01.2018, p. 76-91.

Research output: Contribution to journalArticle

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