Does organizational size influence the service quality of government hospitals?

Abstract

Purpose. The purpose of the research is two-fold: first to examine whether the hospital size impacts the patient perception of service quality, and second to identify the service dimensions from the patient perception that vary by hospital size. Study design. The study has been conducted by collecting primary data from the patients who visited these hospitals using SERVPERF with an analysis of the variancemethod. The primary data was collected from 150 patients of five different hospital sizes. Findings. The findings reveal that from the patient’s perception, the hospital size exerts a significant influence on the healthcare service quality level within Indian Government hospitals. Research implications. The findings of this research are expected to assist healthcare administrators in making better resource planning and implementing effective strategies that can enhance their patient satisfaction. Value of results. There is a dearth of research that applies the most widely used SERVPERF model of measurement to explore how hospital size influences the patient perception of service quality. This study fills this gap by presenting a new perspective using SERVPERF with an analysis of the variance method on primary data.