Analytical study to assess the impact of health service quality on patient satisfaction in Hamad Medical Corporation Hospitals in Qatar: using SERVQUAL

Abstract

Abstract Objective The study aims to assess the impact of the five dimensions of service quality on patient satisfaction and determine which dimension has the greatest impact on patient satisfaction. We can judge service quality through the delivery of excellent services concerning patients’ expectations. Consequently, we can define it as the difference between the patient’s expectations and experiences (patient views, subjectively). Methods A total of 400 patients were randomly selected in this study. This study was conducted in Hamad Medical Corporation Hospital, Qatar, in the first half of 2019. We utilized the cross-sectional method using a modified Assessment of Service Quality Questionnaire. The response was recorded on a 5-point Likert scale, wherein ‘one’ indicates ‘strongly disagree’ and ‘five’ indicates ‘strongly agree.’ In addition to these items, global satisfaction was measured by a single item asking participants how they felt after the delivery of health services. Results Univariable and multivariable linear regressions were made to test the predefined hypotheses. The study findings showed a statistically significant impact of health service quality on patient satisfaction (P = 0.00). The Standardized Beta proved that the empathy dimension had the greatest impact on patient satisfaction, while assurance had the lowest (β = 0.23 and 0.05, respectively). Also, socio-demographic data have a significant impact on patient satisfaction. The study sample showed that 81% were single, 55.5% were males, and 79.8% were non-Qatari. All hospitals have significant values (P < 0.05). There is variation in patient satisfaction between the newly opened hospitals and the old ones. Conclusion Hospital management and policymakers must improve and maintain patient confidentiality, encouraging staff to build confidence and trust in the patient. The management must consider contemporary managerial orientation’s crucial role in delivering quality services and patient satisfaction.