Measuring patient-perceived hospital service quality: a conceptual framework
International Journal of Health Care Quality Assurance
ISSN: 0952-6862
Article publication date: 1 March 2016
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
:Emerald Group Publishing Limited
Copyright © 2016, Emerald Group Publishing Limited