أثر جودة الخدمات الصحية في درجة ولاء المرضى في مستشفى الجامعة الأردنية : دراسة حالة

Abstract EN

This study aimed at analyzing the influence of medical services quality on the extent of patients’ loyalty in Jordan University hospital (JUH).

For the purpose of this research, a questionnaire was developed to gather the required data.

The data were analyzed by using the Statistical Package for Social Sciences (SPSS), depending on the means, standard deviation, person correlation coefficient, simple regression, analysis of variance (ANOVA).

The study concluded with the following results: 1- The level of medical services quality is considerd to some extent moderate when we used the Servqual questionnaire (the expected quality more than the perceived quality).

2- The most important dimensions of medical services in (JUH) according to Servqual scale are: tangibility, responsiveness, reliability, assurance and empathy .

3- There is a statistically significant effect at (α ≤ 0.05) of medical service quality provided in Jordan University hospital upon the extent of patient loyalty, as the coefficient determination score was (R2= 0,793) when using Servqual questionnaire.

4- The tangibility was the most significant effect on patient loyalty, followed by empathy then reliability, assurance, and responsiveness respectively when using Servqual questionnaire.

5- There was no statistically significant difference between the medical services quality and patient’s loyalty according to gender variable when using Servqual scale measurements .

6- There was statistically significant difference between the medical services quality and patient’s loyalty according to (Insurances, age, education level, monthly income when using Servqual scale measurements).

7- The gap differs with the difference of patient's loyalty level (weak, medium and high) when using Servqual questionnaire.

Finally, the study recommended to utilize modern marketing tools and techniques when dealing with hospital patients, these approaches take into consideration patient’s perspective in order to develop medical services provided by Jordan University hospital.