Developing a Scale Measuring Patient Expectations and Service Quality of Hospitals in India during COVID-19

Abstract

This paper develops a scale that measures the perceived service quality of hospitals during a pandemic. To develop the scale, data from 206 respondents from India, was subjected to exploratory and confirmatory factor analysis. The newly developed scale was named PAND-SERVQUAL, which includes factors namely, assistance, facility & layout, trust, empathy, promptness, and knowledge. The resulting scale is likely to be useful for researchers exploring service quality research and health care quality as well. Findings will facilitate understanding patient’s expectations regarding the service quality of hospitals during a pandemic. Supplemental data for this article is available online at https://doi.org/10.1080/00185868.2021.1939827 .