DEVELOPMENT AND VALIDATION OF QUESTIONNAIRE ON SERVICE QUALITY AND
PATIENTS SATISFACTION IN HOSPITALS
Abstract
Background: Service quality is an important dimension for
examining value of hospitals. Satisfaction of patients from the
available service quality determines the overall value of a hospital.
The increasing emphasis of services in hospitals and patients
satisfaction has called for providing improved service which yields more
satisfaction. Aims & Objectives: The aim of the study was to
develop and validate a questionnaire that measures service quality and
patients satisfaction in hospitals. Material & Methods: A self
structured questionnaire containing 29 items was initially developed and
was subjected to scrutiny by the experts to access the content validity
of the questionnaire. A total of 200 patients responded to the service
quality and satisfaction scale. The reliability of the scale was
determined by Coefficient of Cronbach’s α. Exploratory factor analysis
was used to test the validity of the scale and further the hypothetical
model was evaluated by structural equation modelling for adequacy of
goodness-of-fit to sample data. Result: The resultant outcome
showed that the proposed model was a good fit. Conclusion: The
result concludes that the conceptualised domain of service quality and
patients satisfaction could be measured successfully through the use of
the 18 item instrument developed in this study.