أثرجودة الخدمة الصحية في المستشفيات الجزائرية على تحسين الكلمة المنطوقة الإلكترونية

Abstract EN

This study aimed to measure the impact of healthcare service quality in Algerian hospitalson improving electronic word of mouth (e-WOM), using a questionnaire as main tool of data collection from convenient sample (n=420).

The results have shown that there is a significant impact of healthcare service quality dimensions, whereby the most impact, in order, is reliability, tangibility, responsiveness, empathy, andassurance, respectively.

Moreover, it has revealed that there are significant differences due to gender, income, civil status, stay duration, hospitalization cause, and type of hospital.

However, there are no significant differences due to neither age nor hospital admission frequents.