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Purpose: Our purpose was to appraise Pai and Chary’s (2016) conceptual framework for measuring patient-perceived hospital service quality. 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 hospital service quality (HSQ) were examined. Findings: Tests confirm that Pai and Chary’s (2016) conceptual framework is reliable and valid. Our study also establishes that nine dimensions measure hospital service quality (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 existing hospital service quality scales. Originality/Value: This article helps researchers and practitioners to assess hospital service quality from patient perspectives in any hospital setting.
Our objective was twofold, first to evaluate the Pai and Chary (2016) conceptual framework’s reliability and validity and second to evaluate their proposed nine-dimension structure for measuring patient-perceived hospital service quality. Our study provides empirical evidence that the scale developed to measure hospital service quality is reliable and valid. We show that the nine dimensions predict hospital service quality.
Theoretical contribution and managerial implications
The study has strong implications for hospital quality managers seeking to measure hospital service quality who can implement the structured questionnaire in any hospital setting. Managers can also use the instrument to compare service quality among different combinations such as teaching, public and corporate hospitals.
Scope for future studies
Our study is cross sectional and limited to Karnataka state hospitals. Future studies should use a longitudinal study to provide greater diagnostic value. The instrument’s validity and reliability can also be tested in other developing countries.