Abstract
The health care industry has recently experienced unprecedented challenges because of intensified competition. In order to create competitive advantage, health care providers stresses on the efficacy and effectiveness of health service outcomes by taking into account patients’ concerns and interests. Service quality and patient satisfaction remain critical issues for health care providers. Patient satisfaction leads to favorable results, such as higher rates of patient retention, positive word of mouth and higher profits for health care providers. It also influences the rate of patient compliance with physician advice and requests. Thus, patient satisfaction assessment has become an integral part of health care organizations’ strategic processes. This study attempts to identify the service quality factors that influence patient satisfaction in selected private hospitals with the help of field survey conducted in the year 2019. Non-probability judgment sampling method was used to obtain information regarding patients’ perceptions towards service quality dimensions. Multiple linear regression was used to identify the service quality factors that influence patients’ satisfaction. The results highlighted significant impact of service quality dimensions on patients’ satisfaction in selected hospitals in Amman city
Highlights
Service quality has been perhaps the most explored topic in services marketing
Service Quality in Health Care Health care services have a distinct position among other services due to highly involving and risky nature of services and the general lack of adequate knowledge possessed by consumers (Sharmila & Krishnan, 2013)
The greatest test looked by health care services markets is how to characterize and measure the service quality
Summary
Service quality has been perhaps the most explored topic in services marketing. The concept of service quality has aroused considerable interest and debate in the literature because of the difficulties in both defining it and measuring it (Andaleeb, 2001). Quality is difficult to describe, explain, calculate and manage in services. It means different things to different people as a producer’s perception of quality might be different from a customer. Quality is resolute by inexact individual factors such as perceptions, expectations and experiences of customers (Khan, 2016). Service quality can be defined as the extent to which a service meets customers’ needs or expectations. Service quality is the delivery of excellent or superior service relative to customer expectation (Parasuraman, Zeitham and Berry, 1988)
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