Development and validation of a scale for measuring hospital service quality: a dyadic approach

Abstract

PurposeThis study integrates the providers' perspective as well as the patient's perspective in developing and validating a scale to measure hospital service quality in multispecialty hospitals.Design/methodology/approachAn exploratory sequential mixed-method approach was used in this study. The strategies used included a thematic literature review, semi-structured interviews, modified Delphi and confirmatory factor analysis.FindingsThe reliability coefficient of 41 item scale was 0.963 with each attribute, that is, pivotal, core and peripheral, having a Cronbach's alpha of 0.907, 0.91 and 0.891, with scale content validity (S-CVI Ave) of 0.9151. The composite reliability scores of all constructs were greater than 0.7, with an Average Variance Explained (AVE) of all items greater than 0.5.Originality/valueThe instrument can be used to measure the difference between what service providers believe customers expect and customers’ actual needs and expectations. The scale can be used to measure the difference between what is delivered (as perceived by the provider) and what customers perceive they have received (because they are unable to accurately evaluate service quality). The dyadic approach of administering this questionnaire in measuring hospital service quality will lead to the identification of a knowledge gap and a perception gap in delivering hospital service quality.

Design and validation of a structured instrument to assess the influence of sustainable supply chain management practices on sustainable performance in hospitals

“…The latter involves two steps: pilot testing and Sustainable supply chain measurement model assessment, which implies the analyses of indicator loadings, internal consistency reliability, convergent validity and discriminant validity. Several studies focused on topics such as employee well-being, service quality and communication suggest a similar methodological approach (Khatri and Gupta, 2019;Upadhyai et al, 2022;Zamanzadeh et al, 2015).…”

Drivers of Patients’ Behavioral Intention toward Public and Private Clinics’ Services

“…Various approaches have been used to measure service quality in the healthcare sector, including the dyadic approach. The latter considered that the perception of the quality of both seekers (patients) and service providers (hospitals) is critical to improving the relationships between partners and enhancing performance in the process of healthcare institutions [ 15 ]. To assess hospitals’ service quality (HSQ), this approach proposes a scale that focuses on measuring both knowledge and perception gaps [ 38 ].…”

“…Healthcare service quality and value are vital concepts to attract patients and behaviors [ 10 , 11 ]. In this regard, value-based healthcare is a perspective that still gathers impetus, which provides better value for healthcare services [ 12 , 13 , 14 , 15 ].…”

“…Healthcare service quality and value are vital concepts to attract patients and behaviors [10,11]. In this regard, value-based healthcare is a perspective that still gathers impetus, which provides better value for healthcare services [12][13][14][15]. Choi et al [4] are among the pioneers who focused on quality, value, and behavior in the context of healthcare services and from a marketing perspective.…”