قياس جودة الخدمات الصحية على وفق أنموذج SERVQUAL

Abstract EN

The aim of the research is to evaluate the quality of health services, by comparing patients' expectations of this service with their perceptions of the levels of actual performance, and to discover the areas of congruence and difference between them, and to verify the effectiveness of the scale of five services in measuring the quality of health services, the research has sought in its applied aspect To develop the two questionnaires of the study, the first addressed to patients, which contained three questions, and each of the first and second question included twenty two completely identical terms in terms of content, but they are different in terms of formulation, and the phrases of the first question represent the expectations of the research sample to find quality Health service, while the second question statements represent perceptions of the level of the actual performance of the health service provided to them, and reflect the terms of each question them five main dimensions of the quality of service, has reached search for a set of conclusions was the most important: .1The results of the research related to patients' expectations and perceptions of the quality of health services provided by the hospital demonstrated that there are negative gaps for the various dimensions and elements of each dimension of the five dimensions of the quality of services scale, which indicates the hospital administration's inability to provide these services according to the expectations and desires of the level of quality of services and this explains The low level of its quality, due to the inability of this department to fulfill the expectations of its patients patients in terms of reliability, sympathy, responsiveness, safety, and tangible physical aspects of the service.

.2The relative importance of the dimensions of the quality of health services varied according to the patients ’awareness of those services, as these dimensions took the following order: reliability, empathy, response, and safety, and then after the physical aspects of the service.