Measuring moderating role of management information system on servqual dimensions for the attainment of quality health care services of public hospitals in kingdom of Saudi Arabia

Abstract

The study proposes to determine the role of MIS, on SERVQUAL dimensions in hospitals and assess the quality of services offered compared to their expectations. SERVQUAL, (a customized service quality measurement scale) was employed to work on the dimensions, by which service quality was mostly evaluated in hospitals. Questionnaires were developed and 309 respondents constituted the sample for the study. The SPSS statistical tool was used, to examine, analyse and interpret data. The overall study concluded that the quality of MIS, in public hospitals of KSA, was not highly satisfactory.