THE EFFECT OF SERVICE QUALITY ON PATIENT SATISFACTION IN HEBRON GOVRENMENT HOSPITALS IN PALESTINEرسالة ماجستير

Abstract

This study aimed to evaluate the relationship between service quality and patient satisfaction in Hebron hospitals, Palestine. The primary objective was to assess the impact of service quality dimensions, including tangibility, reliability, responsiveness, assurance, and empathy, on patient satisfaction in these hospitals. A descriptive research design was employed to examine the relationship between patient satisfaction and the implementation of SERVQUAL (Service Quality) in the selected hospitals. The sample was chosen using a non-probability convenience sampling method, with a total of 376 patients participating in the study. The collected data were analyzed using descriptive and inferential statistics through SPSS version 20. The results were presented through tables and figures, followed by a comprehensive discussion to interpret the findings. The major findings of the research indicated that all the independent variables representing the service quality dimensions showed a positive and significant correlation with the dependent variable, which is patient satisfaction. The ANOVA test confirmed the significant fit of the model, and the multiple linear regression analysis demonstrated that all the independent variables of SERVQUAL (tangibility, reliability, responsiveness, assurance, and empathy) had statistically significant relationships in predicting customer satisfaction. Among these variables, reliability and empathy were found to account for the largest proportion of the variation in patient satisfaction. Based on the study's findings, it is recommended that the hospital takes steps to enhance its service quality in order to improve patient satisfaction. This could involve strategies such as improving the tangibility of facilities, ensuring reliable and