A Review of Healthcare Service Quality Dimensions and their Measurement

Abstract

Service quality has been a matter of concern for public and private healthcare institutions across the world. Increased focus on patient-centered care led to several researches in exploring what determines service quality and how can it be measured. The objective of this paper is to explore and summarize the available pool of published knowledge as to understand what comprises healthcare service quality, the underlying dimensions of healthcare service quality, and how it is measured. Literature review, covering significant researches in the field of healthcare service quality, service quality dimensions and its measurement was conducted on EBSCO and Google Scholar databases. Findings were presented in the form of medical and non-medical aspects of healthcare service quality. It can be concluded dimensionality in the healthcare service quality is context specific and patients weigh them differently. Perceptions only measures dominate healthcare quality evaluation over gap score based models. Further, healthcare service quality construct and its measurement has been primarily done from the patient’s perspective, however, the provider’s perspective of the healthcare service quality has not been taken into consideration.