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An Estimation of Service Quality in King Khalid Hospital, Saudi Arabia

Mahmood, Haider and Alkhateeb, Tarek Tawfik (2017): An Estimation of Service Quality in King Khalid Hospital, Saudi Arabia. Published in: International Journal of Applied Business and Economic Research , Vol. 15, No. 16 (15 October 2017): pp. 459-467.

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Abstract

This research has investigated the patient’s utility of hospital-service provided by King Khalid Hospital, Saudi Arabia. SERVQUL model has been used after collecting primary data from 250 respondents on the five quality dimensions through simple random sampling. Cronbach’ alpha statistic has confirmed the reliability of our constructs and instruments. Negative and significant gap between actual and expected quality has been observed in all five quality dimensions and in average overall quality provided by hospital as well. Reliability construct shows a highest gap in the quality. This study concludes the unsatisfactory service delivered by this hospital and gives suggestions to this hospital to improve its quality of service after doing the individual items’ analysis.

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