IDEAS home Printed from https://ideas.repec.org/a/ids/ijpqma/v22y2017i3p281-308.html
   My bibliography  Save this article

The assessment of service quality in private hospitals in Amman area using the gap approach

Author

Listed:
  • Alaa Khraisat
  • Rateb J. Sweis
  • Rawan Saleh
  • Taghreed Suifan
  • Mohammed Hiyassat
  • Adel Sarea

Abstract

The main purpose of this study is to investigate the difference between patients' perceptions of service quality offered by Amman private hospitals and patients' expectations. The methodology is based on the gap model approach to assess service quality along SERVQUAL's five dimensions. A questionnaire survey was developed to target all private hospitals in Amman totalling (39) that accommodate 150 beds or more. Out of (300) questionnaires, (264) were valid for analysis, with a response rate of 88%. The research findings showed that a significant difference exists between customers' expectations and their perceptions of service quality. Moreover, no statistically significant differences between expectations and perceptions of quality attributes were found according to customer segments except for the customers' age segment. Future research should be directed toward smaller size hospitals offering a variety of medical services not covered by this research.

Suggested Citation

  • Alaa Khraisat & Rateb J. Sweis & Rawan Saleh & Taghreed Suifan & Mohammed Hiyassat & Adel Sarea, 2017. "The assessment of service quality in private hospitals in Amman area using the gap approach," International Journal of Productivity and Quality Management, Inderscience Enterprises Ltd, vol. 22(3), pages 281-308.
    • Handle: RePEc:ids:ijpqma:v:22:y:2017:i:3:p:281-308
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=87301
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ids:ijpqma:v:22:y:2017:i:3:p:281-308. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=177 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.