Development of multidimensional scale for healthcare service quality (HCSQ) in Indian context

Abstract

Purpose -The purpose of this paper is to develop and empirically validate a multidimensional scale for measuring healthcare service quality (HCSQ), based on modified Brady and Cronin's hierarchical service quality model. The study also investigated HCSQ and its ability to predict important service outcomes through two different models. In the first model, direct effects of service quality dimensions, namely physical environment quality (comprising ambient condition, social factor and tangibles), interaction quality (comprising attitude and behaviour, expertise and process quality) and outcome quality (comprising waiting time, patient satisfaction and loyalty) on image are measured. In the second model, direct effects of physical environment quality (comprising ambient condition, social factor and tangibles), interaction quality (comprising attitude and behaviour, expertise and process quality) on service quality through outcome quality (comprising waiting time, patient satisfaction and loyalty) are measured. Design/methodology/approach -Data were collected from 400 indoor patients of five departments', namely general medicine, surgery, pediatrics, orthopedics and gynecology and ENT of a tertiary public hospital of North India using stratified sampling. Findings -The study supports both the models for measuring HCSQ. Structural equational modelling is used to test the hypotheses relating to direct and indirect effects in the two models.Research limitations/implications -The major limitations of the study include selection of only inpatients and use of non-financial performance measures. Originality/value -The paper contributes to the development of multiple dimensional holistical service quality models in the healthcare sector.

Hospital service quality measurement models: patients from Asia, Europe, Australia and America

“…In India, several studies have been conducted to propose a service quality measurement model and quality dimensions, such as nursing care, physician care, infrastructure, environment, outcome, medical services, discharge process, administrative/operation and social responsibility (Aagja & Garg, 2010;Chahal & Kumari, 2010;D'Souza & Sequeira, 2012). A Taiwan study used a two-dimension service quality model: competence and interpersonal quality (Chen & Cheng, 2010), whereas for a study in Japan, functional and technical quality were used (Eleuch, 2011).…”

Hospital service quality preferences among culture diversity

“…However, because core service tangibles were not well addressed, another group of researchers developed different tools to measure service quality in hospitals (Aagja & Garg, 2010;Andaleeb, 1998;Chahal & Kumari, 2010;Chen & Cheng, 2010;Choi, Cho, Lee, Lee, & Kim, 2004;Dagger, Sweeney, & Johnson, 2007;D'Souza & Sequeira, 2012;Duggirala, Rajendran, & Anantharaman, 2008;Eleuch, 2011;Hasin, Seeluangsawat, & Shareef, 2001).…”

Predicting Muslim medical tourists' satisfaction with Malaysian Islamic friendly hospitals

“…The model refers to service quality as a comparison differentiation between customer expectation and the actual performance of the service received (Parasuraman, Zeithaml, & Berry, 1985) based on five dimensions, which are tangible, reliability, responsiveness, assurance, and empathy. Chahal and Kumari (2010) suggested that patients judge the quality of the healthcare received on three dimensions, which are the physical environment, interaction quality, and outcome quality. This model has also been tested in measuring the healthcare service quality of hospitals in Asian countries (Butt & de Run, 2010;Sohail, 2003).…”