Patients’ Perception On Service Quality Of Hospital
Enhanced patient satisfaction might ultimately contribute to improvement in health-related outcomes.
Dimensions of hospital organizational performance were associated with related dimensions of patient satisfaction. The
purpose of this study is to replicate the KQCAH scale to measure the service quality of a multi-specialty teaching hospital in
South India. The study was conducted on the patients who were contacted immediately after getting discharged from the
hospital for four months period during 2014. Closed-end questionnaires, based on KQCAH scale, were used for data
collection. The analytical results indicate that the instrument used for the study needs re-validation to be used in similar
context. We could observe perceptible incongruence across all the dimensions of perceived quality in hospital settings.
Key words— KQCAH scale, Service quality of hospitals, patients’ satisfaction, Healthcare service quality.