دراسة تأثير جودة الخدمة على رضا المرضى: دراسة مستشفيات خاصة مختارة في مدينة عمان
The health care industry has recently experienced unprecedented challenges because of intensified
competition. In order to create competitive advantage, health care providers stresses on the efficacy
and effectiveness of health service outcomes by taking into account patients? concerns and interests.
Service quality and patient satisfaction remain critical issues for health care providers. Patient
satisfaction leads to favorable results, such as higher rates of patient retention, positive word of
mouth and higher profits for health care providers. It also influences the rate of patient compliance
with physician advice and requests. Thus, patient satisfaction assessment has become an integral
part of health care organizations? strategic processes. This study attempts to identify the service
quality factors that influence patient satisfaction in selected private hospitals with the help of field
survey conducted in the year 2019. Non-probability judgment sampling method was used to obtain
information regarding patients? perceptions towards service quality dimensions. Multiple linear
regression was used to identify the service quality factors that influence patients? satisfaction. The
results highlighted significant impact of service quality dimensions on patients? satisfaction in
selected hospitals in Amman city