Examining the Impact of Service Quality on Patients’ Satisfaction: A Study of Selected Private Hospitals in Amman City

Al-Serhan, Atalla Fahed; Jawazneh, Bahjat

doi:10.6007/ijarafms/v10-i3/8071

Cited by 2 publications

(1 citation statement)

References 6 publications

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“…The value possessed by the customer will help the product to be better than competitors so that it can satisfy the customer. Customer satisfaction encourages customers to become loyal customers (loyal) (Al-Serhan and Jawazneh, 2020).…”

Section: Resultsmentioning

confidence: 99%

Patient Satisfaction Improvement by Comprehensive Holistic Services at Public Health Centre X Surabaya

Wartiningsih

Silitonga

Ritunga

et al. 2022

Kemas

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Comprehensive holistic health services are a form of improving the quality of health services by measuring IKM. The result of a survey by BPJS Kesehatan is that the IKM has not reached targeted satisfaction in 2016 and 2017. Public Health Center X has an index value that exceeds the existing IKM target, but the index value is lower than the index value in 2016. This study will analyze the decrease in the satisfaction index of BPJS participants towards First-Level Healthcare Facilities (FKTP). Then the low satisfaction index of BPJS participants getting their treatments in Public Health Center X. The study aims to understand the relationship between comprehensive holistic service and the satisfaction of outpatients at Public Health Center X. The research was an analytical observational study with a cross-sectional design. The samples obtained in this study were 242 respondents. The data were next processed using the PLS-SEM application. The results show that comprehensive holistic services affect satisfaction (t=7.983). The holistic service affects loyalty (t=6.112). The customer value affects satisfaction (t=2.155) and loyalty (t=3.527). Satisfaction affects loyalty (t=4.488). This research concludes that comprehensive holistic service and customer value affect satisfaction and loyalty. In addition, satisfaction has a direct effect on loyalty.

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Section: Resultsmentioning

confidence: 99%

Patient Satisfaction Improvement by Comprehensive Holistic Services at Public Health Centre X Surabaya

Wartiningsih

Silitonga

Ritunga

et al. 2022

Kemas

View full text Add to dashboard Cite

show abstract

Measuring Health Services Quality: Nurses' Perceptions and the SERVPERF Scale

Alraimi,

Shelke

2023

Preprint

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This study aimed to assess service quality in the healthcare sector by employing the SERVPERF scale, with a particular focus on nursing staff perceptions. The significance of nursing staff perceptions in evaluating healthcare service quality is emphasized, as they are primarily responsible for patient care. Utilizing the SERVPERF scale, the research investigates the perceived quality of health services in hospitals and examines the predictors of service quality based on the scale's dimensions and items. The five dimensions under consideration include tangibles, reliability, responsiveness, empathy, and safety. Data were collected from a sample of 214 nurses who completed the research survey to determine their perception of service quality. The questionnaire demonstrated high reliability, with an overall Cronbach alpha value of 0.72. The study was conducted in private hospitals situated in Yemen's largest city. The findings reveal that the dimensions of healthcare service quality were rated highly, with the safety dimension scoring the highest and the reliability dimension scoring the lowest. These results have significant implications for measuring healthcare service quality. Although the study is limited to a sample from nursing departments in five hospitals, the findings offer valuable insights for healthcare sector leaders to assess service quality in hospitals.

show abstract

Examining the Impact of Service Quality on Patients’ Satisfaction: A Study of Selected Private Hospitals in Amman City

Cited by 2 publications

References 6 publications

Patient Satisfaction Improvement by Comprehensive Holistic Services at Public Health Centre X Surabaya

Patient Satisfaction Improvement by Comprehensive Holistic Services at Public Health Centre X Surabaya

Measuring Health Services Quality: Nurses' Perceptions and the SERVPERF Scale

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