Determinants of Service Quality in Healthcare

Abstract

Indian healthcare is described as the largest sector, both in revenue and employment. The quality of service—the characteristics that shape care experience beyond technical competence—is rarely discussed in the medical literature. This study reveals the determinants that affect the perception of quality of healthcare services from the patients' and service providers' points of view. A cross-sectional method was followed to determine the perception of quality of healthcare services and relating variables including infrastructure, reliability and responsiveness, empathy, affordability, and administration. The data collected from 400 respondents, including patients and service providers, for the study were analyzed using confirmatory factor analysis. Results confirmed that healthcare service quality aspects (i.e., physical environment, staff behavior, responsiveness, affordable services, admission process) positively relate to customers' perception. Findings will help the hospital managers articulate effective strategies to ensure superior quality of healthcare services to customers.