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 language | English |
|---|---|
| Pages (from-to) | 6937-6951 |
| Number of pages | 15 |
| Journal | International Journal of Applied Business and Economic Research |
| Volume | 13 |
| Issue number | 9 |
| Publication status | Published - 2015 |
Keywords
- Hospital image
- Patient satisfaction
- Service quality