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187737

Hospital Services Quality And Its Relation With Patient Trust And Satisfaction

Article

Last updated: 28 Dec 2024

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Abstract

Service quality is the expected benefits and control over the level of excellence to meet customer desires. Thus the service quality of health care is an effort to fulfill the needs and desires of the customer as well as the accuracy of delivery according to customer expectations. The service quality means the fulfillment of the patient's expectations, and a service provider ability in satisfy­ing the patient's needs and expectations that will result in the customer's positive perception towards the capabilities of the service provider. The aim of the study: Assessing hospital services quality and its relation with patient trust and satisfaction. Research design: Descriptive correlational research design was used. Setting: This study was carried out at Mati Distract Hospital in Minia Governorate. Sample: Convenient sample of all available patients in Mati Hospital with total number (n= 100). Tools: Two tools were used, first tool demographic data, second tool consisted of (service quality, patient trust and patient satisfaction). Results:  More than half (58%) of patients assessed the service quality as moderate service.  High percent (57%) of patients had a moderate trust. More than half (52%) of patients were dissatisfied. Conclusions: The majority of the patents were dissatisfied about the services provided by the hospital.  There were statistical significance relation between (service quality, patient trust and patient satisfaction) and level of education. Recommendation: In service hospital training program for quality and quality management.

DOI

10.21608/msnj.2018.187737

Keywords

Service quality/patient trust/patient satisfaction

Authors

First Name

Hagar

Last Name

Hassan

MiddleName

Mohammed

Affiliation

B. Sc in Nursing, Minia University, Egypt

Email

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City

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Orcid

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First Name

Safaa

Last Name

Abd Elrahman

MiddleName

Mohammed

Affiliation

Assistant Professor of Nursing Administration, Faculty of Nursing – Minia Universit , Egypt

Email

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City

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Orcid

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First Name

Safaa

Last Name

Zaki

MiddleName

Mohammed

Affiliation

Lecturer in psychiatric/Mental Health Nursing, Faculty of Nursing – Minia Universit , Egypt

Email

-

City

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Orcid

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Volume

003

Article Issue

1

Related Issue

27038

Issue Date

2018-07-01

Receive Date

2018-07-02

Publish Date

2018-07-30

Page Start

97

Page End

103

Print ISSN

2537-012X

Online ISSN

2785-9797

Link

https://msnj.journals.ekb.eg/article_187737.html

Detail API

https://msnj.journals.ekb.eg/service?article_code=187737

Order

23

Type

Original articles

Type Code

2,049

Publication Type

Journal

Publication Title

Minia Scientific Nursing Journal

Publication Link

https://msnj.journals.ekb.eg/

MainTitle

Hospital Services Quality And Its Relation With Patient Trust And Satisfaction

Details

Type

Article

Created At

23 Jan 2023