مجلة اقتصاد المال و الأعمال
Volume 7, Numéro 2, Pages 80-97
2023-06-30
Evaluation Of Service Quality From The Perspective Of Inpatients And Their Attendants.
Authors : Badri Ibtissem . Annabi Benaissa .
Abstract
The purpose of this study was to determine the level of perceived service quality in the Algerian public hospital SAROUB AL KHATHIR in El Eulma (Setif) using SERVPERF model. A purposive sample of 100 participants, including inpatients and attendants who were admitted to the hospital in 2022 was used. Data were collected using a questionnaire. T-test, ANOVA were calculated by SPSS. Findings of this study revealed that service quality was rated as moderate. No significant difference in perceptions of service quality between inpatients and attendants was found. There was no significant difference in respondents’ perceptions based on gender, age, level of education and financial status. The only significant difference of perceptions of service quality was based on the medical service to which respondents were admitted.
Keywords
Public healthcare services; Service quality; perceived service quality; healthcare service quality; SERVPERF
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