This research paper make attempts to develop a reliable service quality measuring instrument for healthcare services. In this paper a 67 service quality attributes were identified through review of literature and actual visits to hospitals and discussion with patients, doctors and other stakeholder of healthcare system. A data of 394 respondent were collected through interview, email based on administered questionnaire. Factor analysis were performed using IBM SPSS 20 software. After factor analysis 31 service quality attributes were removed which are loaded below 0.5. After reliability test and validity test a new instrument is proposed. The proposed instrument is called “HC-QUAL†comprising of 36 attributes which represented ten dimensions: Tangibility, Reliability, Responsiveness, Assurance, Empathy, Availability, Effectiveness, staff attitude, financial affordability, Safety.
Volume 12 | 07-Special Issue
Pages: 2482-2489
DOI: 10.5373/JARDCS/V12SP7/20202380