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

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