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How to cite this paper
APA: Almomani, R., Al-Ghdabi, R & Banyhamdan, K. (2020). Patients’ satisfaction of health service quality in public hospitals: A PubHosQual analysis. Management Science Letters, 10(8), 1803-1812.
Chicago/Turabian: Almomani, R., Al-Ghdabi, R & Banyhamdan, K. 2020. "Patients’ satisfaction of health service quality in public hospitals: A PubHosQual analysis." Management Science Letters 10, no. 8 (2020): 1803-1812.
AMA: Almomani, R., Al-Ghdabi, R & Banyhamdan, K. Patients’ satisfaction of health service quality in public hospitals: A PubHosQual analysis. Management Science Letters. 2020;10(8):1803-1812.
References
Aagja, J., & Garg, R. (2010). Measuring perceived service quality for public hospitals (PubHosQual) in the Indian context. International Journal of Pharmaceutical and Healthcare Marketing, 4(1), 60-83.
Abbasi-Moghaddam, M. A., Zarei, E., Bagherzadeh, R., Dargahi, H., & Farrokhi, P. (2019). Evaluation of service quality from patients’ viewpoint. BMC Health Services Research, 19(1), 170.
Abuosi, A., & Atinga, R. (2013). Service quality in healthcare institutions: establishing the gaps for policy action. Interna-tional Journal of Health Care Quality Assurance, 26(5), 481-492.
Al-Borie, H. & Damanhouri, A. (2013). Patients' satisfaction of service quality in Saudi hospitals: a SERVQUAL analysis. International Journal of Health Care Quality Assurance, 26(1), 20-30.
Al-Farraj, O. (2009). Assessing the quality of healthcare services in higher education hospitals in Syria from the patient's perspective Damascus University. Journal for Economic and Legal Sciences, 25(2), 53-93.
Al-Hawary, S., Alghanim, S., & Mohammad, A. (2011). Quality level of health care service provided by King Abdullah educational hospital from patient’s viewpoint. Interdisciplinary Journal of Contemporary Research in Business, 2(11), 552-572.
AlRyalat, S. A., Ahmad, W., & Abu-Abeeleh, M. (2019). Factors affecting patient’s satisfaction in outpatient clinics in Jordan: cross-sectional study. Journal of Hospital Management and Health Policy, 3(2), 1-6.
Al-Tit, A. (2015). The effect of service and food quality on customer satisfaction and hence customer retention. Asian So-cial Science, 11(23), 129-139.
Al-Zubaidi, G.D., & Hassan, R. A. M. (2010). The relationship between formal and central and their impact on the quality of health services. Journal of Baghdad College of Economic Sciences University,
24, 107--144.
Amin, M., & Nasharuddin, S. (2013). Hospital service quality and its effects on patient satisfaction and behavioural inten-tion. Clinical Governance: An International Journal, 18(3), 238-254.
Ampah, I. T., & Ali, R. S. (2019). Measuring patients (customers) perceptions and expectations of service quality in pub-lic healthcare institutions: Servqual model. International Journal of Economics & Business, 5(1), 6-17
Asif, M., Jameel, A., Sahito, N., Hwang, J., Hussain, A., & Manzoor, F. (2019). Can leadership enhance patient satisfac-tion? Assessing the role of administrative and medical quality. International journal of environmental research and public health, 16(17), 3212.
Asif, M., Jameel, A., Sahito, N., Hwang, J., Hussain, A., & Manzoor, F. (2019). Can leadership enhance patient satisfac-tion? Assessing the role of administrative and medical quality. International journal of environmental research and public health, 16(17), 3212.
Atinga, R., Abekah-Nkrumah, G., & Domfeh, K. (2011). Managing healthcare quality in Ghana: a necessity of patient Sat-isfaction. International Journal of Health Care Quality Assurance, 24(7), 548-563.
Badri, M., Attia, S., & Ustadi, A. (2009). Healthcare quality moderators of patient satisfaction: testing for causality. In-ternational Journal of Health Care Quality Assurance, 22(4), 382-410.
Bahadori, A., Hajibabaee, F., Ashghali Farahani, M., & Peyrovi, H. (2016). The relationship between nursing leadership and patient satisfaction. International Journal of Medical Resource Health Science, 5, 134–141.
Boadi, E. B., Wenxin, W., Bentum-Micah, G., & Jerry, I. K. (2019). Impact of Service Quality on Customer Satisfaction in Ghana hospitals: A PLS-SEM Approach. Canadian Journal of Applied Science and Technology, 7(3), 503-511.
Chahal, H., & Mehta, S. (2013). Modeling patient satisfaction construct in the Indian health care context. International Journal of Pharmaceutical and Healthcare Marketing, 7(1), 75-92.
Choi, K., Lee, H., Kim, C. & Lee, S. (2005). The service quality dimensions and patient satisfaction relationships in South Korea: comparisons across gender, age and types of service. Journal of Services Marketing, 19(3), 140-149.
Cohen, J. B., Myckatyn, T. M., & Brandt, K. (2017). The importance of patient satisfaction: a blessing, a curse, or simply irrelevant?. Plastic and reconstructive surgery, 139(1), 257-261.
Dahlsrud, A. (2008). How corporate social responsibility is defined: an analysis of 37 definitions. Corporate Social Re-sponsibility and Environmental Management, 15(1), 1-13.
Diab, S. M. (2012). Measuring the dimensions of the quality of medical services provided in Jordanian government hospi-tals from the perspective of patients and employees. Journal of the Islamic University for Economic and Administra-tive Studies, 20(1), 69-104.
Elleuch, A. (2008). Patient satisfaction in Japan. International Journal of Health Care Quality Assurance, 21(7), 692-705.
Farahani, M. F., Shamsikhani, S., & Hezaveh, M. S. (2014). Patient satisfaction with nursing and medical care in hospitals affiliated to arak university of medical sciences in 2009. Nursing and Midwifery Studies, 3(3), 10–2.
Farooq, M. S., Salam, M., Fayolle, A., Jaafar, N., & Ayupp, K. (2018). Impact of service quality on customer satisfaction in Malaysia airlines: A PLS-SEM approach. Journal of Air Transport Management, 67(September 2017), 169–180.
Fatima, T., Malik, S. A., & Shabbir, A. (2018). Hospital healthcare service quality, patient satisfaction and loyalty: An in-vestigation in context of private healthcare systems. International Journal of Quality and Reliability Management, 35(6), 1195–1214.
Ganasegeran, K., Perianayagam, W., Abdul Manaf, R., Jadoo, A., Ahmed, S., & Al-Dubai, S. A. R. (2015). Patient satis-faction in Malaysia’s busiest outpatient medical care. The Scientific World Journal, 19(5), 1-7.
Gronroos, C. (1984). The perceived service quality concept - a mistake? Managing Service Quality, 11(3), 150-152.
Hemadeh, R., Hammoud, R., Kdouh, O., Jaber, T., & Ammar, L. (2019). Patient satisfaction with primary healthcare ser-vices in Lebanon. The International Journal of Health Planning and Management, 34(1), 423-435.
Huerta, T. R., Harle, C. A., Ford, E. W., Diana, M. L., & Menachemi, N. (2016). Measuring patient satisfaction’s relation-ship to hospital cost efficiency: can administrators make a difference?. Health Care Management Review, 41(1), 56-63.
Ikediashi, D., Ogunlana, S. and Odesola, I. (2015). Service quality and user satisfaction of outsourced facilities manage-ment (FM) services in Nigeria’s public hospitals. Built Environment Project and Asset Management, 5(4), 363-379.
Jabnoun, N. and AL Rasasi, A. (2005). Transformational leadership and service quality in UAE hospitals. Managing Ser-vice Quality, 15(1), 70-81.
Jamaluddin, J., & Ruswanti, E. (2017). Impact of service quality and customer satisfaction on customer loyalty: A case study in a private Hospital in Indonesia. IOSR Journal of Business and Management, 19(5), 23–33.
Kang, G., & James, J. (2004). Service quality dimensions: an examination of Grönroos’s service quality model. Managing Service Quality, 14(4), 266–277.
Kotler, P. (2014). Marketing Management, 14th ed, Prentice Hall.
Ladhari, R. (2008). Alternative measures of service quality: a review. Managing Service Quality: An International Jour-nal, 18(1), 65-86.
Louw, J. M., Marcus, T. S., & Hugo, J. F. (2017). Patient-or person-centred practice in medicine?- A review of concepts. African Journal of Primary Health Care & Family Medicine, 9(1), 1-7.
Manzoor, F., Wei, L., Hussain, A., Asif, M., & Shah, S. I. A. (2019). Patient Satisfaction with Health Care Services; An Application of Physician’s Behavior as a Moderator. International Journal of Environmental Research and Public Health, 16(18), 3318.
Mohamed, B., & Azizan, N. A. (2015). Perceived service quality’s effect on patient satisfaction and behavioural compli-ance. International Journal of Health Care Quality Assurance, 28(3), 300-314.
Mosadeghrad, A.M. (2012) A conceptual framework for quality of care. Materia Socio Medica 24(4), 251–261.
Mulisa, T., Tessema, F., & Merga, H. (2017). Patients’ satisfaction towards radiological service and associated factors in Hawassa University Teaching and referral hospital, Southern Ethiopia. BMC health services research, 17(1), 441.
Munnukka, J., Järvi, P. and Outi, U. (2013). Impact of service quality dimensions on the formation of customer value in B to B services. Marketing Intelligence & Planning, 31(3), 286-299.
Naidu, A. (2009). Factors affecting patient satisfaction and healthcare quality. International Journal of Health Care Qual-ity Assurance, 22(4), 366-381.
Ogaji, D. (2017). What does quality mean to the patient? An exploration of the expectations of patients for primary health care in Nigeria. The Nigerian Health Journal, 16(4), 230-243.
Pai, Y., & Chary, S. (2013). Dimensions of hospital service quality: a critical review Perspective of patients from global studies. International Journal of Health Care Quality Assurance, 26(4), 308-340.
Parasuraman, A., Zeithaml, V. & Berry, L. (1988). SERVQUAL: a multiple item scale for measuring consumer perception of service quality. Journal of Retailing, 64(1), 12-37.
Rust, R. and Oliver, R. (1994). Service quality: insights and managerial implications from the frontier. In Rust, R.T. & Ol-iver, R.L. (Eds), Service quality: New Directions in Theory and Practice, 241-68.
Saghirou, N. (2012). Quality Assessment of Health Services: A Field Study. Master Thesis, University of Haj Lakhdar, Batna, Algeria.
Salaria, M. R., & Shakeel, M. (2019). Antecedents of patients satisfaction in health care centers: A case study of Islama-bad and Rawalpindi. 17, 365-372.
Shabbir, A., Malik, S. A., & Malik, S. A. (2016). Measuring patients’ healthcare service quality perceptions, satisfaction, and loyalty in public and private sector hospitals in Pakistan. International Journal of Quality & Reliability Manage-ment, 33(5), 538-557.
Soomro, M. H., Magsi, M., & Lahmar, O. (2018). Patient Satisfaction With Health Care Services In Outpatient Depart-ment Of A Dental College Hospital In Pakistan. Update Dental College Journal, 8(1), 55-60.
Tam, J. (2007). Linking quality improvement with patient satisfaction: a study of a health service center. Marketing Intel-ligence & Planning, 25(7), 732-745.
Vinagre, M. and Neves, J. (2008). The influence of service quality and patients’ emotions on satisfaction. International Journal of Health Care Quality Assurance, 21(1), 87-103.
Wei, J., Wang, X. L., Yang, H. B., & Yang, T. B. (2015). Development of an in-patient satisfaction questionnaire for the Chinese population. PloS one, 10(12), 1-11.
Yousapronpaiboon, K. and William, J. (2013). Measuring hospital out-patient service quality in Thailand. Leadership in Health Services, 26(4), 338-355.
Yuen, K., & Thai, V. (2015). Service quality and customer satisfaction in liner shipping. International Journal of Quality and Service Sciences, 7(2/3), 170-183.
Zineldin, M. (2006). The quality of health care and patient satisfaction. International Journal of Health Care Quality As-surance, 19(1), 60-92.
Abbasi-Moghaddam, M. A., Zarei, E., Bagherzadeh, R., Dargahi, H., & Farrokhi, P. (2019). Evaluation of service quality from patients’ viewpoint. BMC Health Services Research, 19(1), 170.
Abuosi, A., & Atinga, R. (2013). Service quality in healthcare institutions: establishing the gaps for policy action. Interna-tional Journal of Health Care Quality Assurance, 26(5), 481-492.
Al-Borie, H. & Damanhouri, A. (2013). Patients' satisfaction of service quality in Saudi hospitals: a SERVQUAL analysis. International Journal of Health Care Quality Assurance, 26(1), 20-30.
Al-Farraj, O. (2009). Assessing the quality of healthcare services in higher education hospitals in Syria from the patient's perspective Damascus University. Journal for Economic and Legal Sciences, 25(2), 53-93.
Al-Hawary, S., Alghanim, S., & Mohammad, A. (2011). Quality level of health care service provided by King Abdullah educational hospital from patient’s viewpoint. Interdisciplinary Journal of Contemporary Research in Business, 2(11), 552-572.
AlRyalat, S. A., Ahmad, W., & Abu-Abeeleh, M. (2019). Factors affecting patient’s satisfaction in outpatient clinics in Jordan: cross-sectional study. Journal of Hospital Management and Health Policy, 3(2), 1-6.
Al-Tit, A. (2015). The effect of service and food quality on customer satisfaction and hence customer retention. Asian So-cial Science, 11(23), 129-139.
Al-Zubaidi, G.D., & Hassan, R. A. M. (2010). The relationship between formal and central and their impact on the quality of health services. Journal of Baghdad College of Economic Sciences University,
24, 107--144.
Amin, M., & Nasharuddin, S. (2013). Hospital service quality and its effects on patient satisfaction and behavioural inten-tion. Clinical Governance: An International Journal, 18(3), 238-254.
Ampah, I. T., & Ali, R. S. (2019). Measuring patients (customers) perceptions and expectations of service quality in pub-lic healthcare institutions: Servqual model. International Journal of Economics & Business, 5(1), 6-17
Asif, M., Jameel, A., Sahito, N., Hwang, J., Hussain, A., & Manzoor, F. (2019). Can leadership enhance patient satisfac-tion? Assessing the role of administrative and medical quality. International journal of environmental research and public health, 16(17), 3212.
Asif, M., Jameel, A., Sahito, N., Hwang, J., Hussain, A., & Manzoor, F. (2019). Can leadership enhance patient satisfac-tion? Assessing the role of administrative and medical quality. International journal of environmental research and public health, 16(17), 3212.
Atinga, R., Abekah-Nkrumah, G., & Domfeh, K. (2011). Managing healthcare quality in Ghana: a necessity of patient Sat-isfaction. International Journal of Health Care Quality Assurance, 24(7), 548-563.
Badri, M., Attia, S., & Ustadi, A. (2009). Healthcare quality moderators of patient satisfaction: testing for causality. In-ternational Journal of Health Care Quality Assurance, 22(4), 382-410.
Bahadori, A., Hajibabaee, F., Ashghali Farahani, M., & Peyrovi, H. (2016). The relationship between nursing leadership and patient satisfaction. International Journal of Medical Resource Health Science, 5, 134–141.
Boadi, E. B., Wenxin, W., Bentum-Micah, G., & Jerry, I. K. (2019). Impact of Service Quality on Customer Satisfaction in Ghana hospitals: A PLS-SEM Approach. Canadian Journal of Applied Science and Technology, 7(3), 503-511.
Chahal, H., & Mehta, S. (2013). Modeling patient satisfaction construct in the Indian health care context. International Journal of Pharmaceutical and Healthcare Marketing, 7(1), 75-92.
Choi, K., Lee, H., Kim, C. & Lee, S. (2005). The service quality dimensions and patient satisfaction relationships in South Korea: comparisons across gender, age and types of service. Journal of Services Marketing, 19(3), 140-149.
Cohen, J. B., Myckatyn, T. M., & Brandt, K. (2017). The importance of patient satisfaction: a blessing, a curse, or simply irrelevant?. Plastic and reconstructive surgery, 139(1), 257-261.
Dahlsrud, A. (2008). How corporate social responsibility is defined: an analysis of 37 definitions. Corporate Social Re-sponsibility and Environmental Management, 15(1), 1-13.
Diab, S. M. (2012). Measuring the dimensions of the quality of medical services provided in Jordanian government hospi-tals from the perspective of patients and employees. Journal of the Islamic University for Economic and Administra-tive Studies, 20(1), 69-104.
Elleuch, A. (2008). Patient satisfaction in Japan. International Journal of Health Care Quality Assurance, 21(7), 692-705.
Farahani, M. F., Shamsikhani, S., & Hezaveh, M. S. (2014). Patient satisfaction with nursing and medical care in hospitals affiliated to arak university of medical sciences in 2009. Nursing and Midwifery Studies, 3(3), 10–2.
Farooq, M. S., Salam, M., Fayolle, A., Jaafar, N., & Ayupp, K. (2018). Impact of service quality on customer satisfaction in Malaysia airlines: A PLS-SEM approach. Journal of Air Transport Management, 67(September 2017), 169–180.
Fatima, T., Malik, S. A., & Shabbir, A. (2018). Hospital healthcare service quality, patient satisfaction and loyalty: An in-vestigation in context of private healthcare systems. International Journal of Quality and Reliability Management, 35(6), 1195–1214.
Ganasegeran, K., Perianayagam, W., Abdul Manaf, R., Jadoo, A., Ahmed, S., & Al-Dubai, S. A. R. (2015). Patient satis-faction in Malaysia’s busiest outpatient medical care. The Scientific World Journal, 19(5), 1-7.
Gronroos, C. (1984). The perceived service quality concept - a mistake? Managing Service Quality, 11(3), 150-152.
Hemadeh, R., Hammoud, R., Kdouh, O., Jaber, T., & Ammar, L. (2019). Patient satisfaction with primary healthcare ser-vices in Lebanon. The International Journal of Health Planning and Management, 34(1), 423-435.
Huerta, T. R., Harle, C. A., Ford, E. W., Diana, M. L., & Menachemi, N. (2016). Measuring patient satisfaction’s relation-ship to hospital cost efficiency: can administrators make a difference?. Health Care Management Review, 41(1), 56-63.
Ikediashi, D., Ogunlana, S. and Odesola, I. (2015). Service quality and user satisfaction of outsourced facilities manage-ment (FM) services in Nigeria’s public hospitals. Built Environment Project and Asset Management, 5(4), 363-379.
Jabnoun, N. and AL Rasasi, A. (2005). Transformational leadership and service quality in UAE hospitals. Managing Ser-vice Quality, 15(1), 70-81.
Jamaluddin, J., & Ruswanti, E. (2017). Impact of service quality and customer satisfaction on customer loyalty: A case study in a private Hospital in Indonesia. IOSR Journal of Business and Management, 19(5), 23–33.
Kang, G., & James, J. (2004). Service quality dimensions: an examination of Grönroos’s service quality model. Managing Service Quality, 14(4), 266–277.
Kotler, P. (2014). Marketing Management, 14th ed, Prentice Hall.
Ladhari, R. (2008). Alternative measures of service quality: a review. Managing Service Quality: An International Jour-nal, 18(1), 65-86.
Louw, J. M., Marcus, T. S., & Hugo, J. F. (2017). Patient-or person-centred practice in medicine?- A review of concepts. African Journal of Primary Health Care & Family Medicine, 9(1), 1-7.
Manzoor, F., Wei, L., Hussain, A., Asif, M., & Shah, S. I. A. (2019). Patient Satisfaction with Health Care Services; An Application of Physician’s Behavior as a Moderator. International Journal of Environmental Research and Public Health, 16(18), 3318.
Mohamed, B., & Azizan, N. A. (2015). Perceived service quality’s effect on patient satisfaction and behavioural compli-ance. International Journal of Health Care Quality Assurance, 28(3), 300-314.
Mosadeghrad, A.M. (2012) A conceptual framework for quality of care. Materia Socio Medica 24(4), 251–261.
Mulisa, T., Tessema, F., & Merga, H. (2017). Patients’ satisfaction towards radiological service and associated factors in Hawassa University Teaching and referral hospital, Southern Ethiopia. BMC health services research, 17(1), 441.
Munnukka, J., Järvi, P. and Outi, U. (2013). Impact of service quality dimensions on the formation of customer value in B to B services. Marketing Intelligence & Planning, 31(3), 286-299.
Naidu, A. (2009). Factors affecting patient satisfaction and healthcare quality. International Journal of Health Care Qual-ity Assurance, 22(4), 366-381.
Ogaji, D. (2017). What does quality mean to the patient? An exploration of the expectations of patients for primary health care in Nigeria. The Nigerian Health Journal, 16(4), 230-243.
Pai, Y., & Chary, S. (2013). Dimensions of hospital service quality: a critical review Perspective of patients from global studies. International Journal of Health Care Quality Assurance, 26(4), 308-340.
Parasuraman, A., Zeithaml, V. & Berry, L. (1988). SERVQUAL: a multiple item scale for measuring consumer perception of service quality. Journal of Retailing, 64(1), 12-37.
Rust, R. and Oliver, R. (1994). Service quality: insights and managerial implications from the frontier. In Rust, R.T. & Ol-iver, R.L. (Eds), Service quality: New Directions in Theory and Practice, 241-68.
Saghirou, N. (2012). Quality Assessment of Health Services: A Field Study. Master Thesis, University of Haj Lakhdar, Batna, Algeria.
Salaria, M. R., & Shakeel, M. (2019). Antecedents of patients satisfaction in health care centers: A case study of Islama-bad and Rawalpindi. 17, 365-372.
Shabbir, A., Malik, S. A., & Malik, S. A. (2016). Measuring patients’ healthcare service quality perceptions, satisfaction, and loyalty in public and private sector hospitals in Pakistan. International Journal of Quality & Reliability Manage-ment, 33(5), 538-557.
Soomro, M. H., Magsi, M., & Lahmar, O. (2018). Patient Satisfaction With Health Care Services In Outpatient Depart-ment Of A Dental College Hospital In Pakistan. Update Dental College Journal, 8(1), 55-60.
Tam, J. (2007). Linking quality improvement with patient satisfaction: a study of a health service center. Marketing Intel-ligence & Planning, 25(7), 732-745.
Vinagre, M. and Neves, J. (2008). The influence of service quality and patients’ emotions on satisfaction. International Journal of Health Care Quality Assurance, 21(1), 87-103.
Wei, J., Wang, X. L., Yang, H. B., & Yang, T. B. (2015). Development of an in-patient satisfaction questionnaire for the Chinese population. PloS one, 10(12), 1-11.
Yousapronpaiboon, K. and William, J. (2013). Measuring hospital out-patient service quality in Thailand. Leadership in Health Services, 26(4), 338-355.
Yuen, K., & Thai, V. (2015). Service quality and customer satisfaction in liner shipping. International Journal of Quality and Service Sciences, 7(2/3), 170-183.
Zineldin, M. (2006). The quality of health care and patient satisfaction. International Journal of Health Care Quality As-surance, 19(1), 60-92.