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

Abstract

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