Evaluation of Service Quality in a Tertiary Care Hospital Using A Novel Patient Satisfaction Survey Tool in Mysore City, India – A Pilot Study

Abstract

Understanding patient’s perception on hospital service quality will facilitate in improving the outcome of

existing health care system while enhancing quality. Literature assessing service quality of a multispecialty

hospital in this region was scanty. This pilot study assessed service quality & patient satisfaction in a

multispecialty tertiary hospital catering to healthcare needs of population in Mysore district using a modified

service quality assessment tool. TerHosQual (Tertiary Hospital Quality) assessment tool was developed

by synthesising the inputs of experts and literature review and validated by twelve subject experts. Tool

was pilot tested on thirty participants selected using stratified random sampling. Analysis revealed that

all participants answered all items in the tool with no gender and age differences in most of the thirteen

dimensions. Dimension 3 (Overall services) and 4 (Discharge) significantly added to prediction of customer

loyalty.