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

    Fingerprint

    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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    AB - 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.

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