Quality status: A SERVQUAL approach to evaluate the effect of the quality of healthcare services on patient satisfaction in Jordan

Abstract

ABSTRACT Service quality in healthcare has gained more attention from researchers after the COVID-19 pandemic, affecting almost every country, including Jordan. This research has focused on the healthcare sector, examined the quality of this sector provided to the Jordanian population, and identified the patients’ satisfaction based on the SERVQUAL model. Moreover, it investigated the quality of health services offered to Jordanian people based on the demographics and health providers (JRMS, MOH, NGOs, and private sectors). The data for the research was gathered online, and it was analyzed by using SPSS. The results highlighted that hospital service quality influences ent satisfaction. Moreover, for SERVQUAL areas, the findings revealed a significant difference between patients’ expectations and perceptions mean scores in favor of patients’ expectations. Furthermore, the results showed medium satisfaction in all age groups of patients, and there is a higher degree of satisfaction among patients receiving health services from the private sector and a lower degree of satisfaction in patients receiving health services under the Ministry of Health umbrella in all five domains. The results provided by the research are guidelines for researchers and practitioners focusing on the area of service quality in healthcare.