Pai Yogesh P, Chary Satyanarayana T, Pai Rashmi Yogesh
School of Management, Manipal Academy of Higher Education, Manipal, India.
Department of Business Management, Telangana University , Nizamabad, India.
Int J Health Care Qual Assur. 2018 Feb 12;31(1):76-91. doi: 10.1108/IJHCQA-04-2017-0064.
Purpose The purpose of this paper is to appraise Pai and Chary's (2016) conceptual framework for measuring patient-perceived hospital service quality (HSQ). Design/methodology/approach A structured questionnaire was used to obtain data from teaching, public and corporate hospital patients. Several tests were conducted to assess the instrument's reliability and validity. Pai and Chary's (2016) nine dimensions for measuring HSQ were examined in this paper. Findings The tests confirm that Pai and Chary's (2016) conceptual framework is reliable and valid. The study also establishes that the nine dimensions measure HSQ. Practical implications The framework empowers managers to assess service quality in any hospital settings, corporate, public and teaching, using an approach that is superior to the existing HSQ scales. Originality/value This paper helps researchers and practitioners to assess HSQ from patient perspectives in any hospital setting.
目的 本文旨在评估派伊和查里（2016年）用于衡量患者感知医院服务质量（HSQ）的概念框架。
设计/方法/途径 采用结构化问卷从教学医院、公立医院和企业医院的患者那里获取数据。进行了多项测试以评估该工具的信度和效度。本文考察了派伊和查里（2016年）提出的衡量HSQ的九个维度。
研究结果 测试证实派伊和查里（2016年）的概念框架是可靠且有效的。该研究还确定这九个维度能够衡量HSQ。
实际意义 该框架使管理者能够使用一种优于现有HSQ量表的方法，在任何医院环境（企业医院、公立医院和教学医院）中评估服务质量。
原创性/价值 本文帮助研究人员和从业者从患者角度在任何医院环境中评估HSQ。
