Abstract
This study aimed to measure the Impact of Health Service Quality on Patient's Satisfaction in the Hospital's of Public and Private sectors in Jordan. To attain the aim of this study a random sample of inpatients was chosen to conduct this study within. The sample consisted of 450 inpatients. To determine the impact of Health Service Quality on Patient's satisfaction the researcher used a special measure called SERVPERF which was designed specially to measure the quality of service in different Service sectors the content validity of the measure conducted by committee arbitrators and throughout the multiple use of this measure over the time. The reliability of the measure computed using Cronbach alpha and the result indicated that the internal consistency of the measure was 90%. The result revealed that: 1) There is an Impact for the health service quality on patient's satisfaction. 2) There is a significant statistical difference of the Impact of Health Service quality on patient's satisfaction between Hospitals of public and private sector. 3) The Impact of health service quality on patient's satisfaction in private Hospitals sector is better than that in public Hospitals sector. 4) The responsiveness diminution of health service quality has the lowest mean out of other service quality diminutions in public and private sectors. This study find out many recommendations as: 1) The hospital's administration in both public and private sector should to raise up the employee's qualifications to ward assimilation of the patients need and wants such as to tell them exactly when service will be performed, and to submit prompt service for the patients, and the employees should have the willing to help patients. 2) The Hospitals administrations should make periodic revision for the application each service quality divisions and their items in their Items in their Hospitals through the applying (SERVEPERF) measure and they should have to measure the patents satisfaction to mend any defect automation ally.
Highlights
The health sector in Jordan characterized by providing quality and efficiency health services which made him a distinctive regional medical center
The importance of this study lies in the fact that its dealing with the quality of health services in hospitals in the public and private sectors in relation to patient satisfaction through the application of Service Performance (SERVPERF) prepared to measure actual service quality perceived by patients and its effect on satisfaction. the importance of this study lies in identifying the difference between the dimensions of quality of health service in public sector hospitals relative to private hospitals and their impact on patient satisfaction, researcher sees that this is a fundamental point in the importance of research as it can be considered as a case that can be distinguished from other such studies as a vital and sensitive topic addressed in the health services sector
1) The study proved that there is an impact of health service quality provided by hospitals on patient satisfaction through multiple review analysis results
Summary
The health sector in Jordan characterized by providing quality and efficiency health services which made him a distinctive regional medical center (national health strategy 2006-2010). There is a strong orientation in medical institutions to develop a plan of action for the application of the quality concept, with the number of non-Jordanian patients treated with in Jordanian hospitals around 250,000 patients for 2008 where Jordan was ranked first among the Arab International in therapeutic tourism (private hospitals Association) (www.phajo.com, 2009) where patients receive a health service that meets the expectations of the satisfactory service. The importance of this study lies in the fact that its dealing with the quality of health services in hospitals in the public and private sectors in relation to patient satisfaction through the application of Service Performance (SERVPERF) prepared to measure actual service quality perceived by patients and its effect on satisfaction.
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