التحقق من محددات تجربة الزبون في القطاع الصحي ; دراسة تحليلية لآراء عينة من زبائن المستشفيات الأهلية في الفرات الأوسط

الملخص EN

The purpose of the current study is to investigate the determinants of customer experience in the health sector.

The design of the study depends on the descriptive method by adopting a special scale built in the light of previous research and studies.

The experience scale included two dimensions (cognative experience and emotional experience).

The study also tried to choose a set of customer experience determinants (social environment, physical environment, connivance).

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The study focused on a main problem by verifying the potential determinants of the client's perception of the health experience in a group of private hospitals operating in the middle Euphrates region, and measuring the level of its impact on the dimensions of the customer's experience (cognitive experience, emotional experience).

A sample of clients in private hospitals in the middle Euphrates region was selected, and a questionnaire was used to collect the required data, which numbered (225).

Statistical means were used (mean, standard deviation, Cronbach's alpha, T and F test) and it reached a set of conclusions, the most important of which is that the physical and social environment plays an important role in the success of the customer's experience at the cognitive and emotional level.

The availability and availability of the service in a way that suits the customer makes him feel in a good state.

Therefore, the study recommended the need for increased attention to the factors surrounding the environment to provide the appropriate health service and within the health controls and principles, to provide an integrated training program for hospital staff to improve their capabilities of human interaction with patients' cases, sympathy with them and responding to them in the best way.