جودة خدمات الرعاية الصحية و أثرها على رضا المتعاملين في المستشفيات الأردنية الحاصلة على JCIA

Other Title(s)

The quality of health care services and its impact on the inpatients satisfaction on Jordanian hospitals have JCIA (Joint Commision international Accreditation)‎

Dissertant

محمود، ياسمين أيمن عبد الفتاح

Thesis advisor

السكارنة، بلال خلف صبح

University

Isra University

Faculty

Faculty of Business

Department

Business Administration Department

University Country

Jordan

Degree

Master

Degree Date

2020

Arabic Abstract

This study aimed to investigate the impact of quality healthcare services on achieving inpatients satisfaction on Jordanian hospitals have JCIA.

The study population included all JCIA-accredited Jordanian hospitals in Amman "6 hospitals " namely, Al Khalidi Hospital & Medical Center, Istishari Hospital, Jordan hospital, Jordan University Hospital, King Hussein Cancer Center, and The Specialty Hospital, the inpatients average at these hospitals was 360 patients / day.

The study sample was randomized and consisted of all inpatents at the aforementioned hospitals, and it was possible to distribute an electronic questionnaire which was collected (191).

And to achieve the study objectives the study analyzed data statistically through the Statistical Package for Social Sciences SPSS.

The study reached the following results : The results of this study provide a statistically significant effect of the quality of health care services (response, safety, sympathy) on customer satisfaction (basic requirements, performance requirements, and attractive requirements) in Jordanian hospitals that have a JCIA.

The effect of having a statistically significant effect on the dimensions of the quality of health care services (response, safety, sympathy) on the basic requirements in Jordanian hospitals that have a JCIA.

The effect of a statistically significant effect of the dimensions of the quality of health care services (response, safety, sympathy) on performance requirements in Jordanian hospitals that have a JCIA certificate.

The presence of a statistically significant effect of the dimensions of the quality of health care services (response, safety, sympathy) on the attractive conditions in Jordanian hospitals with JCIA certification.

Accourding to the results, this study recommends Jordanian hospitals have JCIA to develop a strategy to maintain this certificate, and to pay attention to other comprehensive quality certificate.

English Abstract

This study aimed to investigate the impact of quality healthcare services on achieving inpatients satisfaction on Jordanian hospitals have JCIA.

The study population included all JCIA-accredited Jordanian hospitals in Amman "6 hospitals " namely, Al Khalidi Hospital & Medical Center, Istishari Hospital, Jordan hospital , Jordan University Hospital, King Hussein Cancer Center, and The Specialty Hospital, the inpatients average at these hospitals was 360 patients / day.

The study sample was randomized and consisted of all inpatents at the aforementioned hospitals, and it was possible to distribute an electronic questionnaire which was collected (191).

And to achieve the study objectives the study analyzed data statistically through the Statistical Package for Social Sciences SPSS.

The study reached the following results :  The results of this study provide a statistically significant effect of the quality of health care services (response, safety, sympathy) on customer satisfaction (basic requirements, performance requirements, and attractive requirements) in Jordanian hospitals that have a JCIA.

 The effect of having a statistically significant effect on the dimensions of the quality of health care services (response, safety, sympathy) on the basic requirements in Jordanian hospitals that have a JCIA.

 The effect of a statistically significant effect of the dimensions of the quality of health care services (response, safety, sympathy) on performance requirements in Jordanian hospitals that have a JCIA certificate.

 The presence of a statistically significant effect of the dimensions of the quality of health care services (response, safety, sympathy) on the attractive conditions in Jordanian hospitals with JCIA certification.

Accourding to the results, this study recommends Jordanian hospitals have JCIA to develop a strategy to maintain this certificate, and to pay attention to other comprehensive quality certificate

Main Subjects

Business Administration

Topics

• Medical care
• Hospitals
• Jordan
• Consumer satisfaction
• Quality of services

No. of Pages

99

Table of Contents

• APA
• MLA
• AMA

Language

Arabic

Data Type

Arab Theses

Record ID

BIM-963314