قياس جودة الخدمات الصحية وفق نموذج الأداء الفعلي SERVPERF : دراسة حالة المؤسسة العمومية الاستشفائية أدرار

الملخص EN

This study aims to assess the level of health services quality provided by the public hospital institution –ADRAR- Province from the viewpoint of customers.

This is based on SERVPERF model with five dimensions represented by (sensitivity, reliability, responsiveness, safety and empathy).

Questionnaires were distributed to the hospital patients.

The study reached a number of results; the most important of which is that the quality of services provided has a positive impact on hospital patients, in addition to the relative importance of each of the five dimensions.