A conceptual framework of service quality in healthcare: Perspectives of Indian patients and their attendants

Author： Padma Panchapakesan Rajendran Chandrasekharan Sai L. Prakash

ISSN： 1463-5771

Source： Benchmarking: An International Journal, Vol.16, Iss.2, 2009-04, pp. : 157-191

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Abstract

Purpose ‐ The purpose of this paper is to determine the dimensions of service quality in Indian hospitals, from the perspectives of patients and their family members/friends (referred to as "attendants"). Design/methodology/approach ‐ Based on the existing models and the literature on healthcare services, a framework is proposed to conceptualize and measure hospital service quality. Findings ‐ Two instruments for measuring the dimensions of hospital service quality, one each from the perspective of patients and attendants, are proposed. Practical implications ‐ This framework enables hospital managers to understand how patients and their attendants evaluate the quality of healthcare provided in respect of every dimension. A comparison of perceptions between patients and attendants would aid them to allocate resources to various aspects of healthcare, with respect to these two customer groups. Hospital administrators can use the instruments proposed to obtain feedback on their performance on service quality parameters so that they can benchmark themselves with their competitors. Originality/value ‐ This paper contributes to research on healthcare services by the development of a comprehensive framework for customer (both patient and attendant)-perceived healthcare quality.