أثر تطبيق نظام الشكاوى على جودة الخدمة في المستشفيات الخاصة في إقليم الشمال الأردن

الملخص EN

The study aimed to examine the impact of applying the complaints system on service quality at private hospitals in the northern territory of Jordan using descriptive and analytical approach .

the sample consisted of 152 employees and 198 customers.

The questionnaire was used to collect data consisting of (53) items distributed and collected whereby 350 were valid for analysis.

The results of study showed that the complaints system (examination and screening , verification and inquiry, appropriate decision making, customer contact , follow-up) has a significant impact on service Quality (reliability, responsiveness, assurance, tangibility, empathy) .In light of these results, the researchers recommend urging private hospitals to implement the complaints system to improve quality of health services, in addition to encouraging doing more studies related to the subject by taking other dimensions of the variables and other populations .