Academic journal article International Journal of Marketing Studies

The Impact of Health Service Quality on Patients' Satisfaction over Private and Public Hospitals in Jordan: A Comparative Study

Academic journal article International Journal of Marketing Studies

The Impact of Health Service Quality on Patients' Satisfaction over Private and Public Hospitals in Jordan: A Comparative Study

Article excerpt


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.

3) Hospital's administrations should put mechanisms to keep in touch with patients after discharge to hear from them about their Hospitals service and the extent of their satisfactions because the patients after discharge feet freely to say and criticize.

Keywords: Health service quality, Patients' satisfaction, Private and public hospitals, Jordan

(ProQuest: ... denotes formulae omitted.)

1. Introduction

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) (, 2009) where patients receive a health service that meets the expectations of the satisfactory service.

The quality of health service and continuity to provide convenience for the patient are important elements of quality of service affecting the degree of satisfaction among patients, which affects patient trends towards these institutions therefore we find that Groonroos made the mental image of the client one of the components of quality of service (Groonroos, 2001) with a quick glance at the reality of the health services in Jordan, Jordan's population reached 5.350.000 inhabitants, of whom 82% live in cities and the rest in rural and desert areas, 38% of the total population concentrated in the capital Amman, as 73% of the population of the Kingdom covered by health insurance coverage, including 31% who are subject to the civil health insurance, 26% are covered by military health insurance, 8. …

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