Service quality in hospitals plays a critical role in improving patient satisfaction. This study was aimed at developing an instrument to measure service quality and assess service quality gaps in dialysis centres in India. A measurement instrument was developed and validated for dialysis centres with a sample size of 348 patients. Service quality has been previously validated to be the key antecedent of patient satisfaction and, in this case, was found to explain 74% of the variation in the construct, indicating sufficient validity of the instrument. A major gap was found to be in the area of responsiveness of healthcare workers employed in the dialysis centres. From a research implications perspective, the study integrates the scattered literature on measuring service quality, while also validating a new instrument to measure service quality developed based on the SERVQUAL framework, and also identifying gaps in service quality in dialysis centres. From a practical standpoint, the findings will help healthcare organisations looking to measure and improve service quality and patient satisfaction by using the new tool developed and validated. From an originality perspective, with service quality and patient satisfaction becoming increasingly important to the competitiveness of healthcare organisations, and researchers aiming to uncover insights related to it, the study provides important and critical insights. Moreover, it is the first of its kind to measure service quality in hospital dialysis centres, where limited research work has been done. Dialysis centres represent day care centres within the hospitals, which adds a novel dimension to research.
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