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Patient-perceived dimensions of total quality service in healthcare

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Purpose ‐ This research paper aims to identify dimensions of patient-perceived total quality service (TQS) in the healthcare sector. Further, the impact of the dimensions of patient-perceived TQS on patient satisfaction is examined. Design/methodology/approach ‐ A questionnaire has been developed based on an extensive literature review of research in service quality and based on responses of the pilot survey among patients recently discharged from hospital. The instrument thus developed has been examined for its psychometric properties using tests of reliability and validity. Multiple regression analysis has been used to examine the impact of the dimensions of patient-perceived quality on patient satisfaction. Findings ‐ Findings highlight seven distinct dimensions of patient-perceived TQS and the relationships among them. Positive and significant relationships among the dimensions and patient satisfaction have been found. Research limitations/implications ‐ Contribution to research on healthcare services by the development of a comprehensive instrument of patient-perceived healthcare quality. Practical implications ‐ This instrument would enable patients to provide feedback to hospitals regarding the quality of healthcare received by them. Hospitals could use this feedback to analyze their performance, gauge patient satisfaction and benchmark their performance against competitive hospitals. Originality/value ‐ This paper illustrates a comprehensive instrument of patient-perceived healthcare quality.

Keywords: Customer satisfaction; Health services sector; India; Quality; Quality assessment

Document Type: Research Article

DOI: http://dx.doi.org/10.1108/14635770810903150

Publication date: August 29, 2008

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