Dear Pravash Ghosh ,

In service quality literature, mostly the SERVQUAL model has been used as the main tool in order to measure the gap between perceptions and expectations.

But there are some other techniques for measuring the impacts of different factors on healthcare quality, such as the SEM. The following link might be helpful:

Article The effect of combining knowledge-based practices and health...

Quality and satisfaction are two different concepts, though used interchangeably. There are various tools available for measuring each, for example SERVQUAL and SERVPERF for service quality. There are a variety of tools for measuring patient satisfaction, from general to specific: for example Newcastle Satisfaction with Nursing Scales (NSNS), Iowa Satisfaction in Anesthesia Scale (ISAS) ... or tools for overall service satisfaction. There is no gold standard for measuring patient satisfaction. Choose the right tool based on your purpose.

Thank you Ehsan Sir for your reply.

So should the scale be directly adapted or some more dimensions can be added to the SERVQUAL scale....what I have found is maximum researchers are using SERVQUAL scale directly...

Hopefully the following papers could further help, particularly the suggestion/application of modified SERVQUAL dimensions, see Naidu, 2009; Butt and de Run, 2010:

• Beattie, M., Murphy, D. J., Atherton, I. and Lauder, W. (2015) Instruments to measure patient experience of healthcare quality in hospitals: a systematic review, Systematic reviews, 4, 1, pp. 97-117.
• Butt, M. M. and de Run, E. C. (2010) Private healthcare quality: applying a SERVQUAL model, International journal of health care quality assurance, 23, 7, pp. 658-673.
• Fitzpatrick, R. (1991) Surveys of patients satisfaction: I - Important general considerations, British Medical Journal, 302, 6781, pp. 887-889.
• Gill, L. and White, L. (2009) A critical review of patient satisfaction, Leadership in Health Services, 22, 1, pp. 8-19.
• LaVela, S. L. and Gallan, A. S. (2014) Evaluation and measurement of patient experience, Patient Experience Journal, 1, 1, pp. 28-36.
• Naidu, A. (2009) Factors affecting patient satisfaction and healthcare quality, International journal of health care quality assurance, 22, 4, pp. 366-381.
• O'Connor, S. J. and Shewchuk, R. (2003) Commentary-patient satisfaction: what is the point?, Health Care Management Review, 28, 1, pp. 21-24.

Please do not forget that "quality" in the end is very personal, individual, idiosyncratic, contextual, historic even. If possible, enrich your quantitative approach with qualitative methods, or even human centered design. See also:

Article Beyond the Quality Illusion: The Learning Era

The following some papers you can review them. They may help to get a better understand

1. Akhade, G. N., Jaju, S. B., &Lakhe, R. R. (2016). Critical Review of Global Practices in Measuring Healthcare Service Quality. International Journal of Engineering Research &

Technology, 5 (2), 762-769.

2. Duggirala, M., Rajendran, C., &Anantharaman, R. N. (2008). Patient-perceived

dimensions of total quality service in healthcare. Benchmarking: An International Journal, 15(5), 560-583.

13. Gerald, A. A., &Panchanath

3. Itumalla, R., Acharyulu, G. V. R. K., &Shekhar, B. R. (2014). Development of HospitalQual: A service quality scale for measuring In-patient services in hospital. Operations and Supply Chain Management, 7(2), 54-63.

4.Padma, P., Rajendran, C., &Sai, L. P. (2009). A conceptual framework of service quality in healthcare: perspectives of Indian patients and their attendants. Benchmarking: An International Journal, 16(2), 157-191

5. Amjeriya, D., &Malviya, R. K. (2012, October). Measurement of Service Quality in Healthcare Organization. In International Journal of Engineering Research and Technology (Vol. 1, No. 8 (October-2012)). ESRSA Publication.

Dear Ali

Here are some references . Hope these will be useful...Let me know if you require some extended scale on SQ...

Parashurman's model of measuring service quality can be a better option.

Dear Hardeep Madam,

I have gone through many of your papers and have understood the scale.

Can I directly adopt your scale or I need to change some constructs.

Thank you so much for the response.

Regards

Prof Pravash Ghosh

Dear Pravash,

You could usefully employ the fuzzy approach to more quantitatively as well as accurately deal with the problem.

Good luck,

Ali

Thank you so much Hardip Madam for your inputs!

Cronin and Taylor modified the gap-based SERVQUAL scale into SERVPERF, a performance-only index. Their study was later replicated by Brady, Cronin and Brand. Service quality is known to be an important factor in banking, and SERVQUAL provides a technique for assessing and managing service quality (Buttle, 1996).

Suggestions: SERVQUAL AND SERVPERF Might be very helpful for your research..

ALL THE BEST