Measuring patient-perceived hospital service quality: a conceptual framework

Pai, Yogesh P and Chary, Satyanarayana T (2016) Measuring patient-perceived hospital service quality: a conceptual framework. International Journal of Health Care Quality Assurance, 29 (3). pp. 300-323. ISSN 09526862

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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 recognizing healthcare to be different compared to other services, service quality measurement needs to be tuned specifically to healthcare. The purpose of this paper is to design a conceptual framework for measuring patient perceived hospital service quality (HSQ), based on existing service quality literature.

Item Type: Article
Uncontrolled Keywords: Service quality, Healthcare, Hospital, Patient perceptions, Instrument, Service quality literature
Subjects: Management > MIM Manipal
Depositing User: MIM User
Date Deposited: 19 Aug 2016 15:05
Last Modified: 19 Aug 2016 15:05

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