| Popis: |
Ashraf Aâaqoulah,1,2 Ahmed Bawa Kuyini,3 Samir Albalas4 1Department of Health Systems Management, College of Public Health and Health Informatics, King Saud Bin Abdulaziz University for Health Sciences, Riyadh, Saudi Arabia; 2King Abdullah International Medical Research Centre, Riyadh, Saudi Arabia; 3Social Work Department, School Global Urban and Social Studies, RMIT University, Melbourne, Australia; 4Department of Basic Medical Sciences, Faculty of Medicine, Yarmouk University, Irbid, JordanCorrespondence: Ashraf Aâaqoulah, Department of Health Systems Management, College of Public Health and Health Informatics, King Saud bin Abdulaziz University for Health Sciences, Riyadh, Saudi Arabia, Tel +966 11 4295415, Email aqoulaha@ksau-hs.edu.saPurpose: This study aimed to explore the gap between patientsâ expectations of healthcare service quality in âJordanian hospitals against their perceptions of service received using SERVQUAL model.Methods: The study used a cross-sectional design. The study data were collected randomly from 415 patients (participants) âwho completed the SERVEQUAL questionnaire. The data were analyzed using âstatistical procedures such as descriptive, t-test, and ANOVA.Results: The results showed âthat there is a gap between mean score of patientsâ expectations of what should be available in the âhospital and patientsâ perceptions of the service received in the hospital. Patientsâ expectations were higher than their perceptions on all five SERVQUAL domains (Tangibles, Reliability, Responsiveness, Assurance, and Empathy).Conclusion: Hospital managers should take necessary actions to improve healthcare services in their hospitals with respect to all SERVQUAL domains. These actions should be directed to reduce the gap between patientsâ expectation and their perceptions in order to provide services meet patientsâ needs.Keywords: patientsâ expectations, patientsâ perceptions, healthcare services quality, hospitals |
