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Register a new userStudying the relationship between service quality and customer satisfaction: A Field Study on the Private Hospitals in Lattakia City
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Tishreen University مقالة
Publication date
2015
fields
Economy
and research's language is
العربية
Created by
امانة التحرير مجلة جامعة تشرين
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The research aims to analyze the reality of the health service in the Syrian private hospitals in Lattakia City; by answering the following questions: * What is the level of the health service in hospitals in terms of the availability of the following basic dimensions: Tangibility, empathy, responsiveness, assurance and security, reliability and credibility? * What is the impact of the dimensions of health service quality in customer satisfaction? The survey form was designed and distributed to (105) customer of the patients who checked in private hospitals in Lattakia City, where a convenience sample was chosen. The results of research indicated, that there is a good understanding of the following dimensions: Tangibility, empathy, responsiveness, and assurance and security between members of the research sample. The study results also indicated that there is a significant and positive effect of (empathy and emphasize security and reliability) dimensions on customer satisfaction as dependent variable, which the regression model explained (80%) of the differences in customer satisfaction, while Tangibility and speed of response did not affect customer satisfaction as a dependent variable.
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Research summary
تهدف هذه الدراسة إلى تحليل جودة الخدمات الصحية في المشافي الخاصة بمدينة اللاذقية وتأثيرها على رضا العملاء. تم استخدام استبيان وُزِع على 105 مريضًا، وتم اختيار العينة بطريقة ميسرة. أشارت النتائج إلى وجود إدراك جيد لأبعاد الملموسية، التعاطف، سرعة الاستجابة، التأكيد والضمان، بينما كان الإدراك متوسطًا لمحور الموثوقية والمصداقية. كما أظهرت الدراسة أن هناك تأثيرًا إيجابيًا ذا دلالة معنوية لكل من التعاطف، التأكيد والضمان، والموثوقية على رضا العميل، في حين لم تؤثر الملموسية وسرعة الاستجابة بشكل كبير. أوصت الدراسة بضرورة تحسين جودة الخدمات الصحية من خلال تجهيز المشافي بأحدث المعدات وتدريب الكوادر الفنية، بالإضافة إلى تعزيز الوعي الصحي لدى العاملين.
Critical review
دراسة نقدية: تعتبر هذه الدراسة خطوة مهمة نحو فهم العلاقة بين جودة الخدمات الصحية ورضا العملاء في المشافي الخاصة بمدينة اللاذقية. ومع ذلك، يمكن توجيه بعض النقد البناء للدراسة. أولاً، قد تكون العينة الميسرة غير ممثلة بشكل كامل لجميع المرضى في المدينة، مما قد يؤثر على تعميم النتائج. ثانيًا، لم تتناول الدراسة بشكل كافٍ تأثير العوامل الخارجية مثل البيئة الاقتصادية والسياسية على جودة الخدمات الصحية ورضا العملاء. ثالثًا، كان من الممكن استخدام أدوات تحليلية أكثر تعقيدًا لتحليل البيانات بشكل أعمق. وأخيرًا، يجب أن تتضمن التوصيات مقترحات عملية وقابلة للتنفيذ لتحسين جودة الخدمات الصحية.
Questions related to the research
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ما هي الأبعاد الأساسية لجودة الخدمة الصحية التي تم تحليلها في الدراسة؟
الأبعاد الأساسية هي الملموسية، التعاطف، سرعة الاستجابة، التأكيد والضمان، والموثوقية والمصداقية.
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ما هو تأثير أبعاد جودة الخدمة الصحية على رضا العملاء وفقًا للدراسة؟
أظهرت الدراسة أن هناك تأثيرًا إيجابيًا ذا دلالة معنوية لكل من التعاطف، التأكيد والضمان، والموثوقية على رضا العملاء، بينما لم تؤثر الملموسية وسرعة الاستجابة بشكل كبير.
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ما هي التوصيات التي قدمتها الدراسة لتحسين جودة الخدمات الصحية؟
أوصت الدراسة بتطوير العمل في المشافي من خلال تجهيزها بأحدث المعدات، تدريب الكوادر الفنية، تعزيز الوعي الصحي لدى العاملين، والاستجابة السريعة لطلبات المرضى.
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ما هي المنهجية التي استخدمتها الدراسة لجمع البيانات وتحليلها؟
استخدمت الدراسة المنهج الوصفي، وتم جمع البيانات من خلال استبيان وُزِع على 105 مريضًا، وتم تحليل البيانات باستخدام أسلوب الانحدار المتعدد.
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