The Impact of Evaluating Service Quality Dimensions on Patient Satisfaction: A Study of Private Hospitals in Irbid City / Jordan

Abstract

Over the past decades, the Jordanian Ministry of Health has decided to continue to develop the quality of healthcare and improve patient satisfaction in the most cost-effective way in Jordan. Though, there are major challenges faced by the implementation of these aims in some hospitals, according to Jordan's (2019) health assessment report on patient satisfaction with quality healthcare delivery. The aim of this study is to evaluate the effects of service quality dimensions on patient satisfaction as a study of private hospitals sector in Irbid city/Jordan. Furthermore, quality of service is considered to be one of the important factors in keeping people safe and healthy from illness. However, this study has also assessed the opinions of the patients about service quality obtainable to private hospitals and their level of satisfaction. However, this study was conducted using questionnaire as a data collection technique by measuring 30 items on a five-point likert scale. The sample size of the research is consisting of 450 patients from different three private hospitals namely Irbid specialized hospital, Irbid Islamic hospital and Ibn-Al-Nafees hospital at district Irbid city, Jordan. The result of the research demonstrated that the most significant factors impact on the service quality were tangibles, reliability, responsiveness, empathy and security .