Private hospitals quality assessment: Evidence from Jordan using HEALTHQUAL model

Abstract

Patient well-being, satisfaction, and loyalty are the main competitive advantages of any private hospital. After the COVID-19 pandemic and its consequences on healthcare systems worldwide, health service quality (HEALTHQUAL) assessment is a global issue, particularly for private hospitals. This assessment is crucial for all countries, especially the developing ones. This study aimed to assess the HEALTHQUAL in Jordanian private hospitals from the patients’ point of view. Five HEALTHQUAL dimensions were used (namely healthcare personnel, non-healthcare personnel, tangibles, perceived efficiency, and patient loyalty). The PLS-Smart technique was used to test the HEALTHQUAL constructs and their interactions. The better understanding of the HEALTHQUAL system that achieved in this study provides several theoretical and managerial applications for improving the quality of private hospitals in Jordan.

Keywords:

• Healthcare quality
• HEALTHQUAL
• Jordan health sector
• private hospitals assessment

Acknowledgments

The authors would like to express their appreciation for the editor and reviewer’s professional comments and detailed remarks, which are of great help to improve the quality of this article.

Disclosure statement

No potential conflict of interest was reported by the author(s).

Additional information

Notes on contributors

Saleh Fahed Saleh Alkhatib

Dr. Saleh Alkhatib is an assistant professor of operations management at business department, Yarmouk University, Jordan. He was awarded Ph.D. in operations management – SCM from Liverpool John Moores University, UK. MBA from the University of Jordan, Amman-Jordan, and BA from Yarmouk University, Jordan. He worked as a lecturer at a number of KSA and Jordanian Universities. His main research interests are SCM-Logistics and Transportation, LSPs, Strategic Outsourcing, Social media applications, Quality and performance issues.

Yazan Hani Tayseer Aloqaily

Yazan Hani Tayseer Aloqaily Researcher, Business Administration department, Yarmouk University, Faculty of Business, Po. Box 566, Irbid, 21163, Jordan. Telephone: [phone] Ext. (6605).