Perceived Service Quality in Selected Private Hospitals in the West Bank: A Cross-Sectional Assessment رسالة ماجسير

Abstract

Introduction: The SERVQUAL model provided in private hospitals plays a critical role in shaping patients' perceptions and their willingness to seek medical care. This quality is closely linked to the financial resources available to the hospital. Private hospitals with sufficient funding can invest in state-of-the-art medical equipment and technology, recruit and retain highly qualified medical professionals, and deliver comprehensive care. Additionally, adequate resources allow these hospitals to maintain high standards in supporting services, such as cleanliness, comfort, and administrative efficiency, which contribute to the overall patient experience and trust in the healthcare system. Aim of the study: This study assesses perceived service quality in selected private hospitals in the west bank: a cross-sectional assessment. Methods: The study design was a cross-sectional study. The study population included patients admitted to inpatient wards at the three selected private hospitals: Istishari Arab Hospital, Nablus Specialty Hospital, and Ahli Hospital. A convenient non-random sampling of 87 patients was selected from each hospital totaling 261 participants. A specially designed measurement instrument was developed, validated and distributed across various departments to collect the required data. The study instrument consists of a structured questionnaire to assess patients’ perception of hotel services. Data cleaning and analysis were conducted using IBM SPSS Statistics version 26.0. Expert validation and pilot study as well as Cronbach's alpha of 0.921-0.955 help to establish reliability. Statistics descriptively, ANOVA, t-test, and Person's correlation were performed using the SPSS data analytic package. Results: Among the 261 participants, more than the half were females (54.0%), and 46.0% were males with a mean age of 37.63±12.48 years. The study reported that the weighted VI mean for the overall perceptions about the SERVQUAL model was 91.80%. By results, reliability (92.60%), followed by empathy (92.40%), and tangibility (91.60%). The lowest-ranked domain was security (91.40%). Also, the results showed that the weighted mean for the overall perceptions about inpatients’ satisfaction with hotel services about hospital hotel services was 89.80%. The results showed there were significant differences in the average scores regarding SERVQUAL model, Hospital hotel services, and the total domain based on hospitals, age groups, occupation, income, education levels, department and participants turned to someone they know (family members, friends, or others) for help while in the hospital (P < 0.05). In contrast, the results indicate that there were no significant differences in the average scores regarding the SERVQUAL model and Hospital hotel services regarding gender, living conditions, and participants who visited a doctor in a private clinic before going to the hospital or not (P > 0.05). Conclusion: This study provides valuable insights into the perceived SERVQUAL model in selected private hospitals in the West Bank. The findings indicate a generally high level of service quality, particularly in the areas of reliability, empathy, and tangibility. Differences in perceptions were significantly influenced by factors such as hospital facility, age, occupation, income, education level, and the use of informal support during hospitalization. These results highlight the influence of institutional and demographic variables on service delivery. Continuous investment in hospital infrastructure, staff training, and operational procedures is essential to maintain and enhance the overall quality of healthcare services. Future efforts should also address the relatively lower ratings in security to ensure comprehensive and equitable care across all service domains.