المجلد السابع

العدد الخامس عشر لشهر يونيو 2023

رجوع

تحميل البحث

full-text

الملخص:

تهدف هذه الدراسة إلى التعرف على أثر جودة الخدمات الصحية على رضا العملاء في مركز طرابلس الطبي ليبيا، وتم تحليل الدراسة بإستخدام المنهج الكمي الوصفي، العينة المستخدمة في الدراسة كانت جميع العملاء متلقي الخدمة من مركز طرابلس الطبي ليبيا، في الفترة من2021-2022م، وتم اختيارها بطريقة عشوائية، حيث تم توزيع عدد 550 استبانة وتم استرجاع 391 استبانة، أظهرت النتائج وجود أثر ذو دلالة إحصائية لأبعاد جودة الخدمات الصحية (الإعتمادية، الإستجابة، الملموسية، التعاطف، الأمان) على رضا العملاء في مركز طرابلس الطبي ليبيا، وقدمت الدراسة عدة توصيات أهمها ضرورة تحسين جودة الخدمات الصحية من قبل المستشفيات الحكومية في ليبيا لتكون أكثر استجابة لتوقعات العميل.

الكلمات المفتاحية: جودة الخدمات الصحية، رضا العملاء.

Abstract:

The study aims to understand the impact of healthcare service quality on customer satisfaction at the Tripoli Medical Center in Libya, and to achieve this goal, the study adopted a descriptive-analytical quantitative methodology. The study community consists of all customers who receive service from the Tripoli Medical Center for the year 2021-2022. The sample was chosen randomly, and 550 questionnaires were distributed and 391 were returned. The results showed a statistically significant effect of the dimensions of healthcare service quality (reliability, responsiveness, tangibles, empathy, and security) on customer satisfaction at the Tripoli Medical Center. The study made several recommendations, the most important of which is the need to improve healthcare service quality by government hospitals in Libya to be more responsive to customer expectations.

Keywords: Quality of Health Services, Customers Satisfaction.

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