Title: Construction and validation of public healthcare service quality model - an empirical study of Indian public healthcare facilities in digital era

Authors: Rupal Khambhati; Hiren Patel; Satendra Kumar

Addresses: S.R. Luthra Institute of Management, Athwalines, Surat – 395001, Gujarat, India ' S.R. Luthra Institute of Management, Athwalines, Surat – 395001, Gujarat, India ' C.K. Shah Vijapurwala Institute of Management, Pratap Nagar, Vadodara – 390001, Gujarat, India

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.

Keywords: confirmatory factor analysis; empirical study; public healthcare; service quality.

DOI: 10.1504/IJPSPM.2020.110991

International Journal of Public Sector Performance Management, 2020 Vol.6 No.6, pp.893 - 907

Received: 21 Jul 2018
Accepted: 13 Dec 2018
Published online: 04 Nov 2020 *

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