Measuring the Quality of Services and its Impact on the Satisfaction of Users of Primary Healthcare Clinics in the North-West Jerusalem Using SERVQUAL Model رسالة ماجستير

Abstract

Background: The model known as SERVQUAL places a strong emphasis on functional quality by highlighting precise procedures, diagnosis, and professional competence. In order to deliver healthcare effectively and meet functional quality targets, it is imperative that patients' expectations are met. Aim: To assess the quality of service and user satisfaction provided by the primary health care clinics in northwest Jerusalem, this research evaluates these aspects from the customers' point of view using the SERVQUAL model. Methods: A cross-sectional design was conducted among 382 clients from Primary Healthcare Clinics in the North-West Jerusalem. The study was carried out from October 2, 2024, to November 2, 2024. The data were collected through a self-administered questionnaire. Results: Dissatisfaction was highest with tangibility (67.5%), while reliability received neutral responses (52.9%). Empathy had the highest agreement, and 78.3% of patients remained neutral regarding overall quality. Patients were dissatisfied with administrative and emergency services but satisfied with cleaning services. Tangibility positively influenced satisfaction with cleaning (r=0.476), administrative services (r=0.267), and overall satisfaction (r=0.449), but not emergency services. Reliability impacted administrative (r=0.196) and cleaning services (r=0.163). Responsiveness negatively affected cleaning (r=-0.137), while assurance showed no significant effects. Empathy improved satisfaction with emergency services (r=0.165) but negatively affected other areas. Total quality only impacted emergency services (r=0.147). Regression analysis identified empathy and tangibility as key predictors of satisfaction. Gender differences were minimal, but females reported higher administrative satisfaction. Younger patients (18–28 years) rated services lower, while older patients favored empathy. Clinics varied in ratings, with Qattanah rated highest and Beit Duqqu lowest. Higher education correlated with better satisfaction across dimensions. Recommendations: To improve patient satisfaction, the Primary Healthcare Clinics (PHCs) may need to focus on upgrading equipment, improving management practices, and ensuring a more reliable and responsive healthcare delivery system. Given the high levels of satisfaction in empathy, efforts to maintain and enhance this strength can help balance and compensate for deficits in other areas.