摘要：The aim of this study is to investigate the effect of the application of service quality on patient
satisfaction in Jordanian hospitals using the SERVQUAL model. The study uses samples from Al
Hussein Military Hospital in Jordan, where 350 questionnaires were distributed to the admitted
patients. The study implements structural equation modeling to examine the effects of the SERVQUAL
components; namely tangible, reliable, assurance, empathy and responsiveness on customer
satisfaction. The results show that quality of service dimensions affected patient satisfaction. Moreover,
the SERVQUAL model also appeared as an appropriate tool for assessing the quality of hospital
medical services.
关键词：Patient’s satisfaction;
Healthcare sector;
Service quality;
SERVQUAL
