1Associate Professor, Chitkara School of Health Sciences, Chitkara University, Punjab, India
2Assistant Professor, Chitkara School of Health Sciences, Chitkara University, Punjab, India
3Assistant Professor, Chitkara Business School, Chitkara University, Punjab, India
4Associate Professor, Chitkara Business School, Chitkara University, Punjab, India
*Corresponding author: Dr. Bunty Sharma, Chitkara School of Health Sciences, Chitkara University, Chandigarh-Patiala National Highway, Distt. Patiala-140401, India, Email ID: bunty.sharma@chitkara.edu.in
Online published on 13 November, 2019.
The aim of present study is to explore various dimensions of service quality of Indian Healthcare sector from care provider's perspective. Total of 362 healthcare providers including clinicians, staff nurses, lab & Imaging technologists, pharmacists and hospital management staff from both private and government hospitals participated in the study. The questionnaire had 5 dimensions taken from SERVQUAL along with three newly identified dimensions. Descriptive analysis of data was done besides mean for each dimension. Finally, exploratory and confirmatory analysis on SPSS 23 and AMOS version 21 was done to arrive at final set of dimensions and items under each. The findings suggested that all 8 dimensions are important for service quality of healthcare sector in India. The study adds to existing knowledge on service quality of healthcare by taking a different and unique care providers’ perspective.
Accessibility, Accreditation, Affordability, Healthcare service quality, Service providers, SERVQUAL
