Authors: Balqees Salem Ajarmah; Tareq N. Hashem; Rateb Jalil Swies
Addresses: Quality Department, Royal Medical Services, Amman, Jordan ' Marketing Department, Al-Isra University, Amman, Jordan ' Faculty of Business, University of Jordan, Amman, Jordan
Abstract: This research aimed to investigate the dimensions of service quality that affect patients' satisfaction in Jordanian military hospitals using the 5Q model consisting of quality of object, quality of process, quality of infrastructure, quality of interaction and quality of atmosphere. The research surveys five military hospitals in Jordan through distributing 350 questionnaires to a convenient sample of inpatients. A total number of 324 questionnaires were collected. The results show that 5Q dimensions affect patients' satisfaction. Furthermore, the 5Q model is a convenient diagnostic instrument to be used in assessing and monitoring the quality of healthcare service in hospitals.
Keywords: 5Q model; patient satisfaction; military hospitals; Jordan; service quality; object quality; process quality; infrastructure quality; interaction quality; atmosphere quality; healthcare services.
International Journal of Productivity and Quality Management, 2017 Vol.20 No.3, pp.273 - 290
Received: 01 Apr 2015
Accepted: 28 Jun 2015
Published online: 04 Mar 2017 *