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

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...

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Format:	Thesis
Language:	English
Subjects:	Consumer satisfaction Service quality Public hospital > Jordan
Online Access:	http://dspace.unimap.edu.my:80/xmlui/bitstream/123456789/72274/1/Page1-24.pdf http://dspace.unimap.edu.my:80/xmlui/bitstream/123456789/72274/2/Full%20text.pdf
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id	my-unimap-72274
record_format	uketd_dc
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 Abdullah, Osman, Dr. 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 Universiti Malaysia Perlis (UniMAP) Thesis en http://dspace.unimap.edu.my:80/xmlui/handle/123456789/72274 http://dspace.unimap.edu.my:80/xmlui/bitstream/123456789/72274/3/license.txt 8a4605be74aa9ea9d79846c1fba20a33 http://dspace.unimap.edu.my:80/xmlui/bitstream/123456789/72274/1/Page1-24.pdf a11dcc08bf34ce96f80aa28fea6a9c89 http://dspace.unimap.edu.my:80/xmlui/bitstream/123456789/72274/2/Full%20text.pdf f5ba42eadb946b7921b93df5f3ac453b Universiti Malaysia Perlis (UniMAP) Consumer satisfaction Service quality Public hospital -- Jordan School of Business Innovation and Technopreneurship
institution	Universiti Malaysia Perlis
collection	UniMAP Institutional Repository
language	English
advisor	Abdullah, Osman, Dr.
topic	Consumer satisfaction Service quality Public hospital -- Jordan
spellingShingle	Consumer satisfaction Service quality Public hospital -- Jordan The influence of service quality, trust and reputation on customer satisfaction: evidence from public hospitals in Jordan
description	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
format	Thesis
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
granting_institution	Universiti Malaysia Perlis (UniMAP)
granting_department	School of Business Innovation and Technopreneurship
url	http://dspace.unimap.edu.my:80/xmlui/bitstream/123456789/72274/1/Page1-24.pdf http://dspace.unimap.edu.my:80/xmlui/bitstream/123456789/72274/2/Full%20text.pdf
_version_	1747836861936566272

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

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