Patients’ satisfaction of health service quality in public hospitals: A PubHosQual analysis

Reham Zuhier Qasim Almomani,Khaled Mohammad Banyhamdan,Ruba Risheed Al-Ghdabi

doi:10.5267/j.msl.2019.12.038

Reham Zuhier Qasim Almomani, Khaled Mohammad Banyhamdan + Show 1 more

Open Access

https://doi.org/10.5267/j.msl.2019.12.038

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Journal: Management science letters	Publication Date: Jan 1, 2020
Citations: 9	License type: cc-by

Affiliation: Amman Arab University

Abstract

Patients’ satisfaction of health service quality in public hospitals: A PubHosQual analysis

Highlights

With the increase in competition appeared in business environment, customers’ expectations and requirements are increasing, leading to a situation where most organizations find it too difficult to retain their customers (Boadi et al, 2019; Farooq et al, 2018; Fatima et al, 2018)
The current study showed that the proposed measure is more efficient than its predecessor in measuring the quality of health services in public hospitals
This study aims to investigate the impact of health service quality on patients’ satisfaction in public hospitals using a more acceptable, appropriate and reliable scale than the other scales used in previous studies, (Aagja & Garg, 2010)

Summary

Introduction

With the increase in competition appeared in business environment, customers’ expectations and requirements are increasing, leading to a situation where most organizations find it too difficult to retain their customers (Boadi et al, 2019; Farooq et al, 2018; Fatima et al, 2018). Best quality of service is considered as a critical factor which can be used for distinguishing and improving the performance of organization in the era of intensive competition (Farooq et al, 2018; Jamaluddin & Ruswanti, 2017). Hospitals were evaluating health care services provided to patients based on the opinions of medical, administrative and technical staff. Nowadays, this point of view has been shifted to be based on the opinions of services beneficiaries. Patient satisfaction may be considered as a key marker for the healthcare quality, and this internationally accepted factor needs to be studied repeatedly for the smooth functioning of the healthcare organizations (Cohen et al, 2017). Healthcare organizations are shifting toward a market-oriented strategy and devel-

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Discussion

Conclusion