TY - JOUR
T1 - Patient-perceived hospital service quality
T2 - an empirical assessment
AU - Pai, Yogesh P.
AU - Chary, Satyanarayana T.
AU - Pai, Rashmi Yogesh
PY - 2018/1/1
Y1 - 2018/1/1
N2 - 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.
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.
UR - http://www.scopus.com/inward/record.url?scp=85042913621&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=85042913621&partnerID=8YFLogxK
U2 - 10.1108/IJHCQA-04-2017-0064
DO - 10.1108/IJHCQA-04-2017-0064
M3 - Article
AN - SCOPUS:85042913621
SN - 0952-6862
VL - 31
SP - 76
EP - 91
JO - International Journal of Health Care Quality Assurance
JF - International Journal of Health Care Quality Assurance
IS - 1
ER -
