Evaluation of Service Quality of a Saudi Cardiac Center: Patients are the Best Judges!

Majeda Farajat • Abdulrahman Mesned
Journal article World Journal of Research and Review • August 2018 Saudi Arabia

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(English, 7 pages)


Healthcare sector has lately witnessed growing interest in service quality, which concerns consumersrsquo perceptions and opinions about the services provided as well as in patient#39s satisfaction which is a significant outcome indicator of health-care delivery.

The objectives of this study were to assess service quality from patientsrsquo perspective using SERVQUAL framework in addition to patientsrsquo overall satisfaction with the provided services.

nbspIn May 2018, a cross-sectional study in a tertiary referral Cardiac Center ndashKingdom of Saudi Arabia was conducted using a systematic random selection method, a total of two hundred (200) adult patients (outpatients=136 inpatients= 64) were recruited. The 40-item questionnaire includedpatientsrsquo socio-demographic characteristics, seven (7) Service Quality Dimensions (SQDs) and patientsrsquo satisfaction. Data were analyzed using descriptive statistics, Mann-Whitney tests, Spearmanrsquos rank correlations and Chi-square tests.

The results showed high perceptions of all SQDs, where all median (4.00 to 4.25) and mean scores (4.17 to 4.40) were relatively high. The median and mean scores of patientsrsquo satisfaction were also relatively high, 4.00 and 4.41 respectively. Moreover, Patientrsquos Satisfaction Rate was 93.5%. No significant differences between outpatients and inpatients in all SQDs or satisfaction levels were found. Additionally, there were significant positive correlations (ple .01) between patientsrsquo satisfaction and all SQDs. With the exception of place of residence (p-value=.045), There were no significant differences in the level of satisfaction by patients#39 socio-demographic characteristics.

Our study has shown pleasing levels of patientsrsquo perception of SQDs and satisfaction.Yet, continuous efforts to maintain these levels are required and a special attention should be given to patients coming from outside Qassim region.

Methodological limitations to our findings include the possibilityof ldquoceiling effectrdquo related to the high satisfaction levels the non-Gaussian distribution of the data, which limited the use of parametric tests.




World Journal of Research and Review

World Journal of Research and Review (WJRR) is a multidisciplinary journal that publishes peer-re... see more