Abstract
PurposeThe purpose of this paper is to appraise Pai and Chary’s (2016) conceptual framework for measuring patient-perceived hospital service quality (HSQ).Design/methodology/approachA 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.FindingsThe 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 implicationsThe 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/valueThis paper helps researchers and practitioners to assess HSQ from patient perspectives in any hospital setting.
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callMore From: International Journal of Health Care Quality Assurance
Disclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
