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The influence of service quality, trust and reputation on customer satisfaction: evidence from public hospitals in Jordan

Master of Science in Management

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Bibliographic Details
Main Author: Hamza Ali, Mohammad Alshatnawi
Other Authors: Abdullah, Osman, Dr.
Format: Thesis
Language:English
Published: Universiti Malaysia Perlis (UniMAP) 2014
Subjects:
Consumer satisfaction
Service quality
Public hospital > Jordan
Online Access:http://dspace.unimap.edu.my:80/xmlui/handle/123456789/72274
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spelling my.unimap-722742021-09-30T02:43:47Z The influence of service quality, trust and reputation on customer satisfaction: evidence from public hospitals in Jordan Hamza Ali, Mohammad Alshatnawi Abdullah, Osman, Dr. Consumer satisfaction Service quality Public hospital -- Jordan Master of Science in Management This masters’ thesis sought to assess and analyse customer satisfaction with service quality (Tangible, Reliability, Responsiveness, Assurance and Empathy), Trust and Reputation in the public hospitals in Jordan. Specifically, it examined the determinants of satisfaction and the effects of customer satisfaction on waiting time and medical care in Jordan’s public hospitals.The study was a cross-sectional survey that used self-administered structured questionnaire to the target population of customers of universities (Yarmouk University and Jordan University of Science and Technology, JUST) employees who they visit the two public hospitals (King Abdullah Hospital and Princess Basma Hospital) in Jordan. Out of the two hundred and forty- two questionnaire administered, 242 usable questionnaires were obtained constituting 93% for analysis. SPSS software package version 19.0 to test the descriptive analysis and reliability, and Structural Equation Modelling (SEM) which is Analysis of Moment Structures (AMOS) version 19.0 to test the hypothesis.The study found that a total of three main hypotheses and five sub hypotheses were formulated and the results showed that all hypotheses are supported. Moreover, Service Quality, Trust and Reputation were found to have significant and positive impact on Customer Satisfaction. The implications of the study to management and theory are discussed and recommendations for future research have been made. The limitations of the study are also noted 2014 2021-09-30T02:43:47Z 2021-09-30T02:43:47Z Thesis http://dspace.unimap.edu.my:80/xmlui/handle/123456789/72274 en Universiti Malaysia Perlis (UniMAP) Universiti Malaysia Perlis (UniMAP) School of Business Innovation and Technopreneurship
institution Universiti Malaysia Perlis
building UniMAP Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Malaysia Perlis
content_source UniMAP Library Digital Repository
url_provider http://dspace.unimap.edu.my/
language English
topic Consumer satisfaction
Service quality
Public hospital -- Jordan
spellingShingle Consumer satisfaction
Service quality
Public hospital -- Jordan
Hamza Ali, Mohammad Alshatnawi
The influence of service quality, trust and reputation on customer satisfaction: evidence from public hospitals in Jordan
description Master of Science in Management
author2 Abdullah, Osman, Dr.
author_facet Abdullah, Osman, Dr.
Hamza Ali, Mohammad Alshatnawi
format Thesis
author Hamza Ali, Mohammad Alshatnawi
author_sort Hamza Ali, Mohammad Alshatnawi
title The influence of service quality, trust and reputation on customer satisfaction: evidence from public hospitals in Jordan
title_short The influence of service quality, trust and reputation on customer satisfaction: evidence from public hospitals in Jordan
title_full The influence of service quality, trust and reputation on customer satisfaction: evidence from public hospitals in Jordan
title_fullStr The influence of service quality, trust and reputation on customer satisfaction: evidence from public hospitals in Jordan
title_full_unstemmed The influence of service quality, trust and reputation on customer satisfaction: evidence from public hospitals in Jordan
title_sort influence of service quality, trust and reputation on customer satisfaction: evidence from public hospitals in jordan
publisher Universiti Malaysia Perlis (UniMAP)
publishDate 2014
url http://dspace.unimap.edu.my:80/xmlui/handle/123456789/72274
_version_ 1724609873224663040
score 13.222552

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