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Measuring patient-perceived hospital service quality: a conceptual framework

YOGESH P PAI ( SCHOOL OF MANAGEMENT, MANIPAL UNIVERSITY MANIPAL India )
Satyanarayana T Chary ( Telangana University Nizamabad India )

International Journal of Health Care Quality Assurance

ISSN: 0952-6862

Article publication date: 1 March 2016

2879

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 recognising healthcare to be different compared to other services, service quality measurement needs to be tuned specifically to healthcare. The study’s purpose is to design a conceptual framework for measuring patient perceived hospital service quality, based on existing service quality literature

Design/methodology/approach

Using hospital service quality theories, expanding existing healthcare service models and literature, a conceptual framework is proposed to measure hospital service quality. The article outlines inpatient perceived service quality dimensions

Findings

An instrument for measuring hospital service quality 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 article helps academics and practitioners to assess hospital service quality from a patient perspective.

Citation

PAI, Y.P. and Chary, S.T. (2016), "Measuring patient-perceived hospital service quality: a conceptual framework", International Journal of Health Care Quality Assurance, Vol. 29 No. 3. https://doi.org/10.1108/IJHCQA-05-2015-0069

Publisher

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Emerald Group Publishing Limited

Copyright © 2016, Emerald Group Publishing Limited

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