文章基本信息

标题：The relationship between services quality and customer satisfaction among Jordanian healthcare sector
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作者：Anas Musleh AL-Mhasnah ; Fauzilah Salleh ; Asyraf Afthanorhan 等
期刊名称：Management Science Letters
印刷版ISSN：1923-9335
电子版ISSN：1923-9343
出版年度：2018
卷号：8
期号：12
页码：1413-1420
DOI：10.5267/j.msl.2018.10.003
出版社：Growing Science
摘要：The aim of this study is to investigate the effect of the application of service quality on patient satisfaction in Jordanian hospitals using the SERVQUAL model. The study uses samples from Al Hussein Military Hospital in Jordan, where 350 questionnaires were distributed to the admitted patients. The study implements structural equation modeling to examine the effects of the SERVQUAL components; namely tangible, reliable, assurance, empathy and responsiveness on customer satisfaction. The results show that quality of service dimensions affected patient satisfaction. Moreover, the SERVQUAL model also appeared as an appropriate tool for assessing the quality of hospital medical services.
关键词：Patient’s satisfaction;Healthcare sector;Service quality;SERVQUAL