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416409

Extension of the Healthcare Service Quality Model in Emerging Markets: The Case of Egypt

Article

Last updated: 29 Mar 2025

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Abstract

As most of the health care service quality models focus on the healthcare service process, Healthqual comes to provide a more comprehensive model that includes both the healthcare service process and healthcare service results. This study aims to extend Healthqual to the Egyptian healthcare sector, as it was bas applied to developed countries and to help provide guidelines to healthcare service providers to better improve patients' experience. This descriptive research used empirical analysis obtained from a convenience sample of 199 respondents that used health care services in Egyptian hospital whether public or private. The study hypotheses were all accepted indicating that the perceived healthcare service quality construct can be assessed by five dimensions reflecting both healthcare service process and healthcare service results, while the processes dimension consisted of empathy, tangibles, safety, and efficiency and the result dimension included the degree of care improvement. Such findings align with the findings obtained from developed countries.

DOI

10.21608/acj.2025.416409

Keywords

Service quality, healthcare, emerging economy, Healthqual, Service quality model

Authors

First Name

Hanan Yosry Sayed

Last Name

Emam

MiddleName

-

Affiliation

Assistant Professor of Marketing, faculty of commerce, Cairo University

Email

hananyosrysayed@foc.cu.edu.eg

City

cairo

Orcid

-

First Name

Nadia

Last Name

Elaref

MiddleName

-

Affiliation

Professor of Marketing, ESLSCA University

Email

n.elaref@eslsca.edu.eg

City

-

Orcid

-

First Name

Alaa Tarek Khalil

Last Name

AbdEllatif

MiddleName

-

Affiliation

Assistant Professor of Marketing, faculty of commerce, Cairo University

Email

alaa_tarek2003@foc.cu.edu.eg

City

-

Orcid

-

Volume

62

Article Issue

2

Related Issue

54346

Issue Date

2025-03-01

Receive Date

2024-10-09

Publish Date

2025-03-01

Page Start

1

Page End

32

Print ISSN

2682-4183

Online ISSN

2682-4191

Article File

ACJ_Volume 62_Issue 2_Pages 1-32.pdf

PDF . 2.3MB

Link

https://acjalexu.journals.ekb.eg/article_416409.html

Detail API

http://journals.ekb.eg?_action=service&article_code=416409

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المقالة الأصلية

Type Code

759

Publication Type

Journal

Publication Title

مجلة جامعة الإسکندرية للعلوم الإدارية

Publication Link

https://acjalexu.journals.ekb.eg/

MainTitle

Extension of the Healthcare Service Quality Model in Emerging Markets: The Case of Egypt

Details

Type

Article

Created At

09 Mar 2025