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Health Care Service Quality and Its Impact on Patient Satisfaction “Case of Al-Bashir Hospital”

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  • Rula Al-Damen

Abstract

This study aimed to measure the impact of perceived health care service quality on patient satisfaction at a major government hospital in Jordan. For this purpose, the study developed an instrument based on modified ‘SERVQUAL’ using five service quality dimensions, namely- empathy, tangible, reliability, responsiveness and assurance. A survey was conducted to collect data with a total of 448 outpatient participants. Statistical techniques such as descriptive and inferential statistical techniques were employed to test the hypotheses. Results show that there is an impact of perceived health care service quality on overall patient satisfaction. Reliability had the most influence, followed by empathy and assurance. The study provided a set of recommendations.

Suggested Citation

  • Rula Al-Damen, 2017. "Health Care Service Quality and Its Impact on Patient Satisfaction “Case of Al-Bashir Hospital”," International Journal of Business and Management, Canadian Center of Science and Education, vol. 12(9), pages 136-136, August.
    • Handle: RePEc:ibn:ijbmjn:v:12:y:2017:i:9:p:136
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    References listed on IDEAS

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    1. Government of India, 2017. "National Health Policy 2017," Working Papers id:11664, eSocialSciences.
    2. DonHee Lee & Kai K. Kim, 2017. "Assessing healthcare service quality: a comparative study of patient treatment types," International Journal of Quality Innovation, Springer, vol. 3(1), pages 1-15, December.
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    1. repec:eur:ejnmjr:70 is not listed on IDEAS
    2. Shodiya Olayinka ABIDEEN & Raji Olajide ALADE & Al’Hassan-Ewuoso HADIR OLASUNKANMI, 2023. "Secondary Health Care Service Quality and patients’ Satisfaction in Ogun state, Nigeria," Economics and Applied Informatics, "Dunarea de Jos" University of Galati, Faculty of Economics and Business Administration, issue 1, pages 89-99.
    3. Emem Akaninyene Sampson & Samuel Etuk & Nfawa Erasmus Usani, 2022. "Service Quality and Patient Satisfaction in Public Hospitals in Akwa Ibom State, Nigeria," Journal of Emerging Trends in Marketing and Management, The Bucharest University of Economic Studies, vol. 1(1), pages 141-150, November.

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    More about this item

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

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