PRHEISEQUIN: An Innovative Tool to Measure Service Quality of Medical Facilities in Private HEI’s

The present research work aims at proposing a measurement tool in the form of an index to measure service quality of medical facilities in private residential higher educational institutes (HEI’s) in India. A total sample size of 632 was collected from the faculty, staff and students. Standard methodology of scale development followed by index development was adopted comprising of exploratory and confirmatory factor analysis followed by DEMATEL. The findings revealed service quality of medical facilities as a multi-dimensional constructs comprising of five dimensions namely trust, physical infrastructure, human resource, privacy & safety and communication. Through the expert opinion the weights were calculated and these five dimensions were ranked in order of their importance. Novelty of the research work lies in proposing an easy to use service quality measurement tool in the form of an index. The implications of the proposed study from academic, managerial and societal perspective is also provided.