• editor.aipublications@gmail.com
  • Track Your Paper
  • Contact Us
  • ISSN: 2456-8015

International Journal Of Medical, Pharmacy And Drug Research(IJMPD)

Private Hospitals’ Service Quality Dimensions: The impact of Service Quality Dimensions on patients’ satisfaction

Bayad Jamal Ali , Dr. Raad Najm Al-din Anwer , Govand Anwar


International Journal of Medical, Pharmacy and Drug Research(IJMPD), Vol-5,issue-3, May - June 2021, Pages 7-19 ,

Download | Downloads : 12 | Total View : 999

Article Info: Received: 26 Feb 2021; Received in revised form: 29 Apr 2021; Accepted: 20 May 2021; Available online: 03 Jun 2021

Share

In today's world, most industries use service quality in a variety of fields. The five service quality characteristics are tangible, assurance, reliability, responsiveness, and empathy, and they are being implemented across all industries. The primary goal of this study is to look into the quality of service provided by hospitals in Erbil and how that affects patients satisfaction. Furthermore, to determine which service quality factor has a greater impact than the others. The association between each service quality factor and visitor satisfaction was measured using a quantitative research method by the researcher. Patients in Erbil's hospitals were given a questionnaire that had been developed and circulated. In Erbil, 111 questionnaires were completed and received from hospitals patients. The findings revealed that the highest value was assigned to responsiveness as a service dimension, while the lowest value was assigned to assurance as a service dimension.

Quality, Service Quality dimensions, Hospitals Patients Satisfaction, Erbil.

[1] Hameed, A. A., & Anwar, K. (2018). Analyzing the Relationship between Intellectual Capital and Organizational Performance: A Study of Selected Private Banks in Kurdistan. International Journal of Social Sciences & Educational Studies, 4(4), 39.
[2] Hameed, A. A., & Anwar, K. (2018). Analyzing the Relationship between Intellectual Capital and Organizational Performance: A Study of Selected Private Banks in Kurdistan. International Journal of Social Sciences & Educational Studies, 4(4), 39.
[3] Hamza, P. A., Othman, B. J., Gardi, B., Sorguli, S., Aziz, H. M., Ahmed, S. A., Sabir, B. Y., Ismael, N. B., Ali, B. J., Anwar, G. (2021). Recruitment and Selection: The Relationship between Recruitment and Selection with Organizational Performance. International Journal of Engineering, Business and Management, 5(3), 1–13. https://doi.org/10.22161/ijebm.5.3.1
[4] Ismael, N. B., Othman, B. J., Gardi, B., Hamza, P. A., Sorguli, S., Aziz, H. M., Ahmed, S. A., Sabir, B. Y., Ali, B. J., Anwar, G. (2021). The Role of Training and Development on Organizational effectiveness. International Journal of Engineering, Business and Management, 5(3), 15–24. https://doi.org/10.22161/ijebm.5.3.3
[5] Jamal Ali, B., Akoi, S., Fadel Saleh, P., & Sardar, zhilwan. (2021). Factors Shaping Customer Satisfaction with Residential Flats: Evidence from Sulaymaniyah City. Black Sea Journal of Management and Marketing, 2(2), 1-12. https://doi.org/10.47299/bsjmm.v2i2.69
[6] Li, X., & He, Z. (2021). An integrated approach for evaluating hospital service quality with linguistic preferences. International Journal of Production Research, 59(6), 1776-1790.
[7] Lim, J., Lim, K., Heinrichs, J., Al-Aali, K., Aamir, A., & Qureshi, M. (2018). The role of hospital service quality in developing the satisfaction of the patients and hospital performance. Management Science Letters, 8(12), 1353-1362.
[8] Maqsood, M., Maqsood, H., Kousar, R., Jabeen, C., Waqas, A., & Gillani, S. A. (2017). Effects of hospital service quality on patients satisfaction and behavioural intention of doctors and nurses. Saudi Journal of Medical and Pharmaceutical Sciences, 3, 556-567.
[9] Nabeeh, N. A., Abdel-Monem, A., & Abdelmouty, A. (2020). A novel methodology for assessment of hospital service according to BWM, MABAC, PROMETHEE II. Neutrosophic Sets and Systems, 31, 63-79.
[10] Park, J. (2019). The effect of characteristics of hospital choice, security and hospital service quality characteristics on revisiting intent. Korea Journal of Hospital Management, 24(1), 57-76.
[11] Sabir, B. Y., Othman, B .J., Gardi, B., Ismael, N. B., Hamza, P. A., Sorguli, S., Aziz, H. M., Ahmed, S. A., Ali, B. J., Anwar, G. (2021). Administrative Decentralization: The Transfer of Competency from The Ministry of Education to General Directorates. International Journal of Rural Development, Environment and Health Research, 5(3), 1–13. https://doi.org/10.22161/ijreh.5.3.1
[12] Said, M., Yunus, R., & Palutturi, S. (2018). Increasing Inpatient Service Quality of Using Quality Function Deployment Method in Nene Mallomo Hospital of Sidrap Regency, Indonesia. Indian Journal of Public Health Research & Development, 9(4).
[13] Saleh, P. F., Ali, B. J., Akoi, S., Najmalddin, B., Ali, R. S., & Anwar, G. (2021). Factors affecting the Success of Female Entrepreneurs in Kurdistan. International journal of Engineering, Business and Management (IJEBM), 5
[14] Singh, A., Prasher, A., & Kaur, N. (2020). Assessment of hospital service quality parameters from patient, doctor and employees’ perspectives. Total Quality Management & Business Excellence, 31(13-14), 1467-1486.
[15] Sorguli, S., Gardi, B., Othman, B.J., Aziz, H. M., Ahmed, S. A., Sabir, B. Y., Ismael, N. B., Hamza, P. A., Ali, B. J., Anwar, G. (2021) Innovation: Knowledge Management in the Innovating Industries, 6(3), 10-23. https://dx.doi.org/10.22161/eec.63.2
[16] Talim, S.R., Ali, B.J., Top, C. (2021). Elaborating the Antecedents of Purchase Intentions in Second-Hand Car Industry: Case Study in Kurdistan Region of Iraq. Journal of Contemporary Issues in Business and Government, 27(3), 1526-1547. http://dx.doi.org/10.47750/cibg.2021.27.03.204
[17] Top, C., & Ali, B. J. (2021). Customer satisfaction in online meeting platforms: Impact of efficiency, fulfillment, system availability, and privacy. Amazonia Investiga, 10(38), 70–81. https://doi.org/10.34069/AI/2021.38.02.7
[18] Usman, I. (2017). Hospital image as a moderating variable on the effect of hospital service quality on the customer perceived value, customer trust and customer loyalty in hospital services. Eurasian Journal of Business and Management, 5(4), 22-32.
[19] Yucesan, M., & Gul, M. (2020). Hospital service quality evaluation: an integrated model based on Pythagorean fuzzy AHP and fuzzy TOPSIS. Soft Computing, 24(5), 3237-3255.
[20] Yucesan, M., Mete, S., Gul, M., & Celik, E. (2020). A fuzzy decision-making model for the Key performance indicators of hospital service quality evaluation. In Computational Intelligence and Soft Computing Applications in Healthcare Management Science (pp. 42-62). IGI Global.
[21] Abdullah, M. S., Toycan, M., & Anwar, K. (2017). The cost readiness of implementing e-learning. CUSTOS E AGRONEGOCIO ON LINE, 13(2), 156-175.
[22] Abdullah, N. N., & Anwar, G. (2021). An Empirical Analysis of Natural Gas as an Alternative Fuel for Internal Transportation. International Journal of English Literature and Social Sciences, 6(1).
[23] Ahmed, S. A., Othman, B. J., Gardi, B., Sabir, B. Y., Ismael, N. B., Hamza, P. A., Sorguli, S., Aziz, H. M., Ali, B. J., Anwar, G. (2021). Students’ Attitudes towards Learning English in the Kurdistan region of Iraq. International Journal of English Literature and Social Sciences, 6(3), 072–087. https://doi.org/10.22161/ijels.63.11
[24] Ahmed, S. Y., Ali, B. J., Top, C. (2021). Understanding the Impact of Trust, Perceived Risk, and Perceived Technology on the Online Shopping Intentions: Case Study in Kurdistan Region of Iraq. Journal of Contemporary Issues in Business and Government, 27(3), 2136-2153. http://dx.doi.org/10.47750/cibg.2021.27.03.264
[25] Akoi, S., Abdulrahman, AA, Muhamed, AS, Noori, HN, Anwar, G.(2021). Impact of Service Quality on the Customer Satisfaction: Case study at Online Meeting Platforms. International journal of Engineering, Business and Management (Vol. 5, No. 2, pp. 65-77).
[26] Akoi, S., Jamal Ali, B., Fadel Saleh, P., Najmalddin, B., Sabah Mustafa, R., Rzgar Abdulmajid, M., & Rebwar Hama, A. (2021). Elaborating the Characteristics that Affect Buyers in Online Shopping: The Case of Generation Z Girls in Kurdistan Region of Iraq. Black Sea Journal of Management and Marketing, 2(2), 42 - 64. https://doi.org/10.47299/bsjmm.v2i2.74
[27] Ali, B, J. (2020). Impact of COVID-19 on consumer buying behavior toward online shopping in Iraq. Economic studies journal. 18(42): 267-280. Retrieved from https://www.asjp.cerist.dz/en/article/134070
[28] Ali, B, J. (2021). Impact of consumer animosity, boycott participation, boycott motivation, and product judgment on purchase readiness or aversion of Kurdish consumers in Iraq. Journal of Consumers Affaires; 1–20. https://doi.org/10.1111/joca.12350
[29] Ali, B. J. (2014). Brand Building in the Consumer Electronics Industry in Iraq. Retrieved from https://www.amazon.com/Brand-Building-Consumer-Electronics-Industry/dp/6200248699
[30] Ali, B. J. (2016). Iraq Stock Market and its Role in the Economy. Retrieved from https://www.amazon.com/Iraq-Stock-Market-Role-Economy/dp/3659634271
[31] Ali, B. J., & Anwar, G. (2021). A study of knowledge management alignment with production management: A study of carpet manufacture in Kurdistan region of Iraq. International Journal of English Literature and Social Sciences, 6(2), 346–360. https://dx.doi.org/10.22161/ijels.62.51
[32] Ali, B. J., & Anwar, G. (2021). An Empirical Study of Employees’ Motivation and its Influence Job Satisfaction. International Journal of Engineering, Business and Management, 5(2), 21–30. https://doi.org/10.22161/ijebm.5.2.3
[33] Ali, B. J., & Anwar, G. (2021). Business strategy: The influence of Strategic Competitiveness on competitive advantage. International Journal of Electrical, Electronics and Computers, 6(2), 1–10.
[34] Ali, B. J., & Anwar, G. (2021). Factors Influencing the Citizens’ Acceptance of Electronic Government. International Journal of Engineering, Business and Management, 5(1), 48–60. https://doi.org/10.22161/ijebm.5.1.5
[35] Ali, B. J., & Anwar, G. (2021). Intellectual capital: A modern model to measure the value creation in a business. International journal of Engineering, Business and Management, 5(2), 31–43. https://dx.doi.org/10.22161/ijebm.5.2.4
[36] Ali, B. J., & Anwar, G. (2021). Marketing Strategy: Pricing strategies and its influence on consumer purchasing decision. International journal of Rural Development, Environment and Health Research, 5(2), 26–39. https://dx.doi.org/10.22161/ijreh.5.2.4
[37] Ali, B. J., & Anwar, G. (2021). Measuring competitive intelligence Network and its role on Business Performance. International Journal of English Literature and Social Sciences, 6(2), 329–345. https://dx.doi.org/10.22161/ijels.62.50
[38] Ali, B. J., & Anwar, G. (2021). Organization citizenship behaviour as a determining Factor in Business outcome. International journal of Rural Development, Environment and Health Research, 5(2), 17–25. https://dx.doi.org/10.22161/ijreh.5.2.3
[39] Ali, B. J., & Anwar, G. (2021). Strategic leadership effectiveness and its influence on organizational effectiveness. International Journal of Electrical, Electronics and Computers, 6(2), 11–24. https://dx.doi.org/10.22161/eec.62.2
[40] Ali, B. J., & Anwar, G. (2021). The balanced scorecard’s evolution as a strategic mechanism at banking sectors. International Journal of English Literature and Social Sciences, 6(1), 471–478. https://doi.org/10.22161/ijels.61.63
[41] Ali, B. J., & Anwar, G. (2021). The Effect of Marketing Culture Aspects of Healthcare Care on Marketing Creativity. International Journal of English Literature and Social Sciences, 6(2), 171–182. https://doi.org/10.22161/ijels.62.25
[42] Ali, B. J., & Anwar, G. (2021). The mediation role of change management in employee development. International Journal of English Literature and Social Sciences, 6(2), 361–374. https://dx.doi.org/10.22161/ijels.62.52
[43] Ali, B. J., Anwar, G., Gardi, B., Othman, B. J., Aziz, H. M., Ahmed, S. A., Hamza, P. A., Ismael, N. B., Sorguli, S., Sabir, B. Y. (2021). Business Communication Strategies: Analysis of Internal Communication Processes. Journal of Humanities and Education Development, 3(3), 16–38. https://doi.org/10.22161/jhed.3.3.4
[44] Ali, B. J., Gardi, B., Othman, B. J., Ahmed, S. A., Ismael, N. B., Hamza, P. A., Aziz, H. M., Sabir, B. Y., Anwar, G. (2021). Hotel Service Quality: The Impact of Service Quality on Customer Satisfaction in Hospitality. International Journal of Engineering, Business and Management, 5(3), 14–28. https://doi.org/10.22161/ijebm.5.3.2
[45] Ali, B. J., Gardi, B., Othman, B. J., Ismael, N. B., Sorguli, S., Sabir, B. Y., Ahmed, S. A., Hamza, P. A., Aziz, H. M., Anwar, G. (2021). Educational system: The policy of Educational system in Kurdistan Region in public Kindergarten. International Journal of English Literature and Social Sciences, 6(3), 062–071. https://doi.org/10.22161/ijels.63.10
[46] Ali, B. J., Gardi, B., Othman, B. J., Sabir, B. Y., Sorguli, S., Ismael, N. B., Hamza, P.A., Aziz, H. M., Ahmed, A. A., Anwar, G. (2021). The Role of Shopping Malls on Kurdistan Regional Government’s Economy. Journal of Humanities and Education Development, 3(3), 39–53. https://doi.org/10.22161/jhed.3.3.5
[47] Ali, B. J., Saleh, Akoi, S., Abdulrahman, A. A., Muhamed, A. S., Noori, H. N., Anwar, G. (2021). Impact of Service Quality on the Customer Satisfaction: Case study at Online Meeting Platforms. International journal of Engineering, Business and Management, 5(2), 65–77.
[48] Ali, B. J., Saleh, P. F., Akoi, S., Abdulrahman, A. A., Muhamed, A. S., Noori, H. N., & Anwar, G. (2021, May). Impact of Service Quality on the Customer Satisfaction: Case study at Online Meeting Platforms. In Ali, BJ, Saleh,
[49] Ali, B.J. (2021) Assessing (The impact) of advertisement on customer decision making: Evidence from an educational institution. Afak for sciences journal, 6(1): 425-439. Retrieved from https://www.asjp.cerist.dz/en/article/141056
[50] Ali, B.J. (2021) Consumer attitudes towards healthy and organic food in the Kurdistan region of Iraq. Management Science Letters. 11: 1-8. DOI: 10.5267/j.msl.2021.2.015
[51] Andavar, V., Ali, B.J., and Ali, S.A. (2020) Rainwater for Water Scarcity Management: An Experience of Woldia University (Ethiopia). Journal of Business, Economics and Environmental Studies, 10-(4): 29-34. DOI: 10.13106/jbees.2020.vol10.no4.29
[52] Anwar, G., & Abd Zebari, B. (2015). The Relationship between Employee Engagement and Corporate Social Responsibility: A Case Study of Car Dealership in Erbil, Kurdistan. International Journal of Social Sciences & Educational Studies, 2(2), 45.
[53] Anwar, G., & Abdullah, N. N. (2021). Inspiring future entrepreneurs: The effect of experiential learning on the entrepreneurial intention at higher education. International Journal of English Literature and Social Sciences, 6.
[54] Anwar, G., & Shukur, I. (2015). Job satisfaction and employee turnover intention: A case study of private hospital in Erbil. International Journal of Social Sciences & Educational Studies, 2(1), 73.
[55] Anwar, G., & Shukur, I. (2015). the impact of recruitment and selection on job satisfaction: Evidence from private school in Erbil. International Journal of Social Sciences & Educational Studies, 1(3), 4-13.
[56] Anwar, G., & Shukur, I. (2015). The Impact of Service Quality Dimensions on Students’ Satisfaction. International Journal of Social Sciences & Educational Studies, 76.
[57] Anwar, G., & Shukur, I. (2015). The Impact of Training and Development on Job Satisfaction: A Case Study of Private Banks in Erbil. International Journal of Social Sciences & Educational Studies, 2(1), 65.
[58] Anwar, G., & Surarchith, N. K. (2015). Factors Affecting Shoppers’ Behavior in Erbil, Kurdistan–Iraq. International Journal of Social Sciences & Educational Studies, 1(4), 10.
[59] Anwar, G., & Surarchith, N. K. (2015). Factors Affecting Shoppers’ Behavior in Erbil, Kurdistan–Iraq. International Journal of Social Sciences & Educational Studies, 1(4), 10.
[60] Anwar, K. (2016). Comparison between cost leadership and differentiation strategy in agricultural businesses. Custos E Agronegocio on Line, 12(2), 212-231.
[61] Anwar, K. (2016). Comparison between cost leadership and differentiation strategy in agricultural businesses. Custos E Agronegocio on Line, 12(2), 212-231.
[62] Anwar, K. (2017). Analyzing The Conceptual Model Of Service Quality And Its Relationship With Guests’satisfaction: A Study Of Hotels In Erbil. The International Journal of Accounting and Business Society, 25(2), 1-16.
[63] Anwar, K. (2017). Factors Affecting Stock Exchange Investment In Kurdistan. The International Journal of Accounting and Business Society, 25(1), 32-37.
[64] Anwar, K. (2017). Leading Construction Project Teams: The Effectiveness of Transformational Leadership in Dynamic Work Environments in Kurdistan. International Journal of Advanced Engineering, Management and Science, 3(10), 239925.
[65] Anwar, K. (2017). The Role of Effective Leadership in Crisis Management: Study of Private Companies in Kurdistan. Qalaai Zanist Scientific Journal, 2(4), 326-338.
[66] Anwar, K., & Balcioglu, H. (2016). The relationship between transformational leadership characteristics and effectiveness: A case study of construction companies in Erbil. International Journal of Science Technology and Management, 5(2), 250-256.
[67] Anwar, K., & Climis, R. (2017). Analyzing the relationship between types of advertisement and customer choice: a study of retailer stores in erbil. The International Journal of Accounting and Business Society, 25(2), 43-52.
[68] Anwar, K., & Ghafoor, C. (2017). Knowledge management and organizational performance: A study of private universities in Kurdistan. International Journal of Social Sciences & Educational Studies, 4(2), 53.
[69] Anwar, K., & Louis, R. (2017). Factors Affecting Students’ Anxiety in Language Learning: A Study of Private Universities in Erbil, Kurdistan. International Journal of Social Sciences & Educational Studies, 4(3), 160.
[70] Anwar, K., & Qadir, G. H. (2017). A Study of the Relationship between Work Engagement and Job Satisfaction in Private Companies in Kurdistan. International Journal of Advanced Engineering, Management and Science, 3(12), 239944.
[71] Aziz, H. M., Othman, B. J., Gardi, B., Ahmed, S. A., Sabir, B. Y., Ismael, N. B., Hamza, P. A., Sorguli, S., Ali, B. J., Anwar, G. (2021). Employee Commitment: The Relationship between Employee Commitment And Job Satisfaction. Journal of Humanities and Education Development, 3(3), 54–66. https://doi.org/10.22161/jhed.3.3.6
[72] Demir, A., Maroof, L., Sabbah Khan, N.U. and Ali, B.J. (2020), "The role of E-service quality in shaping online meeting platforms: a case study from higher education sector", Journal of Applied Research in Higher Education. https://doi.org/10.1108/JARHE-08-2020-0253
[73] Faraj, K. M., Faeq, D. K., Abdulla, D. F., Ali, B. J., & Sadq, Z. M. (2021). Total Quality Management And Hotel Employee Creative Performance: The Mediation Role Of Job Embeddedment. Journal of Contemporary Issues in Business and Government, 27(1), 3838-3855. http://dx.doi.org/10.47750/cibg.2021.27.01.00
[74] Fei, L., Lu, J., & Feng, Y. (2020). An extended best-worst multi-criteria decision-making method by belief functions and its applications in hospital service evaluation. Computers & Industrial Engineering, 142, 106355.