Extension of the Healthcare Service Quality Model in Emerging Markets: The Case of Egypt

نوع المستند : المقالة الأصلية

المؤلفون

1 Assistant Professor of Marketing, faculty of commerce, Cairo University

2 Professor of Marketing, ESLSCA University

المستخلص

As most of the health care service quality models focus on the healthcare service process, Healthqual comes to provide a more comprehensive model that includes both the healthcare service process and healthcare service results. This study aims to extend Healthqual to the Egyptian healthcare sector, as it was bas applied to developed countries and to help provide guidelines to healthcare service providers to better improve patients’ experience. This descriptive research used empirical analysis obtained from a convenience sample of 199 respondents that used health care services in Egyptian hospital whether public or private. The study hypotheses were all accepted indicating that the perceived healthcare service quality construct can be assessed by five dimensions reflecting both healthcare service process and healthcare service results, while the processes dimension consisted of empathy, tangibles, safety, and efficiency and the result dimension included the degree of care improvement. Such findings align with the findings obtained from developed countries.

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