Islam Ghazi Almomani, Mohd Saifulizwan Saadon
Faculty of Maritime studies, Universiti Malaysia Terengganu, Malaysia.
Mohammad Aladwan, Omar Jaber Aburumman
Faculty of Business, Economics and Social Development, Universiti Malaysia Terengganu, Malaysia.
The Mediating Role of Patient Satisfaction Between Service Quality and Patient Loyalty: Case Study in Zarqa Governmental Hospital
Authors
Abstract
This study aimed to invetigate the impact of perceived health care service quality on
patient satisfaction and patient loyalty at one amongst largest government hospitals in Jordan.
For this purpose, the study developed an instrument supported modified ‘SERVQUAL’ using five
service quality dimensions, namely: empathy, tangible, reliability, responsiveness and assurance.
A survey was conducted to gather data with a complete of 400 patients.To obtain the results and
to analyze the hypothesis, the study used PLS-SEM Statistical technique. Results show that there’s
an effect of perceived health care service quality on patient satisfaction and patient loyalty.
Reliability had the foremost influence, followed by empathy and assurance. The study provided a
collection of recommendations.