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An integrated MUSA to measure health care service quality from a patient's perspective in a resource‐constrained setting

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  • Mohammed Ali Al‐Awlaqi
  • Ammar Mohamed Aamer

Abstract

Purpose Although assessing the quality of health services offered in a least developed country such as Yemen is very important, it is not yet given attention. As a result, Yemeni patients started to look for higher quality of health services abroad. Thus, Yemeni health private providers need to know how to link their patients' satisfaction to the quality of the services offered to end up with more satisfied patients and higher health service quality offered. Methodology Data were collected form 5310 patients in 249 private clinics. The patients evaluated their satisfaction on the quality of service on the basis of nine criteria that comprised 31 subcriteria. We used multicriteria satisfaction analysis (MUSA) to analyze the data. Findings and Conclusion The data analysis results showed low level of satisfaction on the health care quality services offered by the private clinics in Yemen. The majority of the criteria and subcriteria showed low level of satisfaction, high demand, and high mandate for improvement.

Suggested Citation

  • Mohammed Ali Al‐Awlaqi & Ammar Mohamed Aamer, 2020. "An integrated MUSA to measure health care service quality from a patient's perspective in a resource‐constrained setting," International Journal of Health Planning and Management, Wiley Blackwell, vol. 35(1), pages 119-132, January.
    • Handle: RePEc:bla:ijhplm:v:35:y:2020:i:1:p:e119-e132
    DOI: 10.1002/hpm.2943
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    Cited by:

    1. Mohamed Battour & Maged Barahma & Mohammed Al-Awlaqi, 2021. "The Relationship between HRM Strategies and Sustainable Competitive Advantage: Testing the Mediating Role of Strategic Agility," Sustainability, MDPI, vol. 13(9), pages 1-15, May.

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