Towards service quality measurement mechanisms of teaching hospitals.

Quality is the principal concern of all organizations and their survival and prosperity directly depends, to a large part, on the quality of their services. Hospitals endeavor to deliver service with the acceptable quality to their clientele to maximize profit. Scholars are yet to develop consensus on definition and measurement of quality of service. Literature exhibits models to evaluate the quality of service; however, it does not present any mechanism to evaluate quality of services delivered by teaching hospitals. This study presents an exclusive model to evaluate service quality in teaching hospitals. In addition to healthcare services (cure and care), the model encompasses teaching aspect of hospital services. Thus this paper is a careful study of a large (2500 bedded) public sector teaching hospital. 400 patients, 250 employees, 200 general public and 250 students were administered with questionnaires followed by