Purpose – The paper aims to focus on an augmented SERVQUAL instrument that was used to
measure private patients’ service expectations and perceptions.
Design/method/approach – A questionnaire was administered to 750 and 34 per cent responded.
Findings – A new service quality instrument called PRIVHEALTHQUAL emerged from the study,
based on factor and reliability analysis. The “reliability and fair and equitable treatment” factor was
found to be the most important healthcare service quality dimension.
Originality/value – Adds to the existing body of research on service quality and demonstrates that
SERVQUAL is not a generic service quality measure for all industries