Hospital's Service Quality Assessment on HEALTHQUAL Model During Second Wave of COVID-19: An Empirical Study at PMCH, Udaipur

ABSTRACT

The COVID-19 pandemic has hit the global humanity adversely. The developing country like India which has 17.7% of the total world population lacks the healthcare infrastructure but trying to lead the battle from the front with its available healthcare infrastructure and great care for patients. The global data also suggests that India has outperformed so many developed countries in caring its population. This study is an attempt to gauge the perceived service quality of patients regarding the healthcare services on HEALTHQUAL model. The primary study was conducted among 138 patients who received the healthcare services during devastating second wave of COVID-19 at Pacific Medical College and Hospital, Udaipur (India). For the correlation was calculated between the improvement of care and the HEALTHQUAL dimensions, namely empathy, safety, tangibility, and efficiency. AMOS was also applied for analyzing the data. The results clearly indicate the high relationship between the improvement of care and the HEALTHQUAL dimensions, namely empathy, safety, tangibility, and efficiency. © 2023, The Author(s), under exclusive license to Springer Nature Singapore Pte Ltd.