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Title: Perceptions of hospital experiences in Riyadh City, Saudi Arabia : a comparison of service quality in public and private hospitals
Author: Al-Shekh, A. A. A.
Awarding Body: University of Wales Swansea
Current Institution: Swansea University
Date of Award: 2003
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This study is about patients’ and doctors’ perceptions of services provided by hospitals in Riyadh City, Saudi Arabia. To the best of the researcher’s knowledge, this is the first study, at PhD level, that includes Saudi private sector hospitals, and consequently it compares the public and private sectors, using variations of SERVQUAL, an instrument developed by Parasuraman et al (1988). This study included 531 patients and 172 doctors selected from two Ministry of Health and two private hospitals. The findings include the discovery that hospitals in both sectors pride themselves in doing what patients value least, and doctors and patients have wholly different constructions of what constitutes a satisfactory hospital experience. Generally, hospitals owned by the Ministry of Health perform worse than private hospitals, as perceived by their patients. This may explain why those who can afford it have been seeking healthcare services in the private sector even though they are eligible for the free-of-charge public services. Moreover, patients of both sectors have the same priorities and expectations. What differentiates patients of the two sectors is their perceptions of the actualisations of aspects related to those dimensions, and their satisfaction with the delivery of these important dimensions by their hospitals. Significant differences were detected between patients who propose to stay and those who propose to switch, and between patients who intend to recommend and those who intend not to do so. In addition, significant differences, in service quality perceptions, exist between patients who reported complaints and patients who did not, and between patients whose complaints were resolved and those whose complaints were not. Also, significant negative relationships were found between the reporting of complaints by patients and future behavioural intentions to reuse and recommend their current hospital. Also, significant relationships were found between the resolving of complaints by hospitals and patients’ future behavioural intentions to reuse and recommend their current hospital. It is argues here that managers of Saudi hospitals should put forth all efforts to satisfy patients and meet their needs in order to keep them and ensure that they spread positive, rather than negative word-of-mouth advertising. And, if dissatisfaction still occurs, it should be kept at a minimum level by encouraging dissatisfied patients to express their dissatisfaction and report their complaints.
Supervisor: Not available Sponsor: Not available
Qualification Name: Thesis (Ph.D.) Qualification Level: Doctoral
EThOS ID:  DOI: Not available