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Measuring The Quality System Of Health Services From The Patients Persepective


  • Dr. Amal Yassin AL-Majali

    () (AL- Karak – Karak College - Albalqa Applied University Amman, Jordan)

  • Dr. Adel AL-Hashem

    () (Albalqa Applied University, Amman, Jordan)


This study aims to measure the actual and expected quality of health services in governmental hospitals in the city of Amman from the patients Perspective, to achieve the objectives of the study a questionnaire was developed for the purpose of data collection, the sample of the study consisted of (292) Patients, and Statistical package for Social Sciences (Spss.16) was used for data analysis, the most important conclusions found by the study are: There is a negative gap between the actual quality of health services (active service) and the quality of health services expected by patients for the benefit of the expected service (the negative gap). There is no trace of gender, age, educational level, variable on patients assessing for the actual health services from hospitals in the city of Amman. The study recommended that government hospitals in the city of Amman should adopt programs to develop and improve the quality System of their services.

Suggested Citation

  • Dr. Amal Yassin AL-Majali & Dr. Adel AL-Hashem, 2012. "Measuring The Quality System Of Health Services From The Patients Persepective," Far East Journal of Psychology and Business, Far East Research Centre, vol. 7(1), pages 1-21, April.
  • Handle: RePEc:fej:articl:v:7a:y:2012:i:1:p:1-21

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    More about this item


    Quality System; Health services; Service Quality;

    JEL classification:

    • M1 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration


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