Impact of service quality dimensions on hospital image: The mediating role of patient satisfactions

Omar Durrah, Kamaal Allil, Ahmad Kahwaji

Research output: Contribution to journalArticlepeer-review

Abstract

This study investigates the impact of service quality dimensions i.e. health, administrative and hotel on the hospital image. Furthermore, it identifies patient satisfaction as a mediator on the relationship between services quality dimensions and hospital image. Survey data gathered from 219 patients in Jordanian hospitals. Results show that all dimensions of services quality have positive effect on both hospital image and patient satisfaction. However, patient satisfaction mediate only the relationship between administrative and hotel services quality dimensions and the hospitals image.

Original languageEnglish
Pages (from-to)6937-6951
Number of pages15
JournalInternational Journal of Applied Business and Economic Research
Volume13
Issue number9
Publication statusPublished - 2015
Externally publishedYes

Keywords

  • Hospital image
  • Patient satisfaction
  • Service quality

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