This study focused on creating and validating a culturally sensitive instrument for measuring service quality in private hospitals in Region XII of the Philippines, addressing the limitations of traditional Western-centric models like SERVQUAL. Utilizing a sequential exploratory mixed-methods approach, a comprehensive literature review and initial in-depth interviews with patient attendants and hospital administrators led to the development of 60 preliminary items that highlighted culturally relevant dimensions. Expert assessments confirmed the validity of the content, while exploratory factor analysis (n = 255) revealed six essential dimensions of service quality: Service Reliability, Empathic Communication, Tangible Accessibility, Participative Engagement, Service Responsiveness, and Service Consistency, resulting in a model that retained 37 items. Further validation through confirmatory factor analysis (n = 370) confirmed the construct validity and model fit of the scale. The final model comprised a two-dimensional, 12-item scale, resulting in a robust tool for assessing service quality in private healthcare settings. This tool has significant implications for hospital administrators and policymakers. The study supports efforts to enhance patient care, promote cultural responsiveness, and align with Sustainable Development Goals related to health and inclusive service systems in developing regions.
Buguis et al. (2025) studied this question.