Exploring the Gap between the Perceived and Expected Quality Levelsof the Health Care Services Provided by Jordanian Dental Clinics

Tareq N. Hashem, Samer Suleiman, Ahmad Suleiman and Tareq N. Hashem
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Tareq N. Hashem: Isra University, Amman, Jordan
Samer Suleiman: Isra University, Amman, Jordan
Ahmad Suleiman: Isra University, Amman, Jordan
Tareq N. Hashem: The World Islamic Sciences and Education University, Amman, Jordan
Authors registered in the RePEc Author Service: طارق نائل هاشم ()

International Journal of Business and Economic Affairs (IJBEA), 2018, vol. 3, issue 2, 64-72

Abstract: The present paper aimed at exploring the gap between the perceived and expected quality levels of thehealth care services provided by Jordanian dental clinics. In order to ful ll the study's objective, the researcher ofthe present study developed a questionnaire that adopts the ve point Likert scale and the SERVQUAL model. Thequestionnaire contains dimensions for the quality of service; tangibility, reliability, responsiveness, assurance, and empathy.The questionnaire forms were distributed to (250) customers who have received health care services by Jordanian dentalclinics. However, (194) questionnaire forms were collected. That means that the response rate is 77.6%. The collecteddata was analyzed statistically by using the SPSS program. It was concluded that there is a negative gap between theexpected and perceived quality levels of the health care services provided by Jordanian dental clinics and measured bythe dimensions above jointly and separately. The expected quality level of those services is higher than the perceived one.It was concluded that the quality of such services is below the level required by customers. Future studies are suggestedto be applied other health organizations such as specialized clinics, military hospitals, and comprehensive health centersto bene t from the development of their health service

Keywords: Service quality; Perceived quality; Expected quality; Health care services; Dental clinics. (search for similar items in EconPapers)
Date: 2018
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Citations: View citations in EconPapers (1)

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Persistent link: https://EconPapers.repec.org/RePEc:aya:ijbeaa:2018:p:64-72

DOI: 10.24088/IJBEA-2018-32003

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