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This research paper aims to identify dimensions of patient‐perceived total quality service (TQS) in the healthcare sector. Further, the impact of the dimensions of patient‐perceived TQS on patient satisfaction is examined.

A questionnaire has been developed based on an extensive literature review of research in service quality and based on responses of the pilot survey among patients recently discharged from hospital. The instrument thus developed has been examined for its psychometric properties using tests of reliability and validity. Multiple regression analysis has been used to examine the impact of the dimensions of patient‐perceived quality on patient satisfaction.

Findings highlight seven distinct dimensions of patient‐perceived TQS and the relationships among them. Positive and significant relationships among the dimensions and patient satisfaction have been found.

Contribution to research on healthcare services by the development of a comprehensive instrument of patient‐perceived healthcare quality.

This instrument would enable patients to provide feedback to hospitals regarding the quality of healthcare received by them. Hospitals could use this feedback to analyze their performance, gauge patient satisfaction and benchmark their performance against competitive hospitals.

This paper illustrates a comprehensive instrument of patient‐perceived healthcare quality.

The purpose of this paper is to highlight key dimensions of provider‐perceived total quality management (TQM) in the healthcare sector in India. Further, the impact of the dimensions of provider perceived TQM on hospital performance is examined.

A questionnaire has been developed based on an extensive literature review of research in service quality and based on responses of the pilot survey among medical professionals. The instrument thus developed has been examined for its psychometric properties using tests of reliability and validity. Multiple regression analysis has been used to examine the impact of the dimensions of provider‐perceived TQM on hospital performance.

Findings highlight 14 distinct dimensions of provider‐perceived TQM and the relationships among them. Positive and significant relationships among the dimensions and hospital performance have been found.

Contribution to research on healthcare quality by the development of a comprehensive instrument of provider‐perceived healthcare quality.

This instrument would enable hospitals to examine the quality of care being delivered by them to the patients. Hospital administrators and medical professionals could use this feedback to assess hospital performance, and benchmark their performance against that of other competitive hospitals.

Comprehensive instrument of provider‐perceived healthcare quality