Construction and validation of public healthcare service quality model - an empirical study of Indian public healthcare facilities in digital era
by Rupal Khambhati; Hiren Patel; Satendra Kumar
International Journal of Public Sector Performance Management (IJPSPM), Vol. 6, No. 6, 2020

Abstract: Measuring service quality is an effort that had been kept by several researchers in past for various services. The present research measures and addresses the service quality gap that exists among the services provided by hospital industry. The major focus of any hospital is the patients and well-being of patients is the fundamental objective of any hospital. In this digital era, consumers are educated and smart and command satisfaction in all services. The present study is not limited to measure the service gap and identify the modified factors affecting the service quality but also confirm the same through confirmatory factor analysis for Indian public hospitals. Also, the study is extended to have separate confirmatory models for rural and urban public hospitals located in Surat, Gujarat, India. The study concludes and confirms medical services, service responsiveness, discharge, admission, hygiene, and visual facility as modified factors for measuring service quality.

Online publication date: Wed, 04-Nov-2020

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

 
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Public Sector Performance Management (IJPSPM):
Login with your Inderscience username and password:

Username:        Password:          Forgotten your password?

Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email subs@inderscience.com