ABSTRACT: Service Quality is gaining importance in today’s world. As healthcare services offered are increasing people’s inclination towards service quality rendered is also becoming known. The current study aims to find out the factors constituting patient perception using the KQCAH (Key Quality Characteristics Assessment for Hospitals) scale developed by Sower, Duffy, Kilbourne, Kohers, and Jones [1]. This scale is used to assess the service quality of multi-specialty public hospitals in Central India. The scale has a structured questionnaire; a five-point Likert scale was used. Confirmatory factor analysis and Structural equation modelling (SEM) were used to analyze the relationship between factors constituting the perception of patients towards service quality. The conclusions of the study will be noteworthy to the stakeholders; from the hospital management point of view, it is used to bring improvement in the services rendered to the patients.

KEYWORDS: Healthcare Service Quality, KQCAH Scale, Hospital Service Quality, Structural Equation Modeling.