The relationship between patient satisfaction and service quality: A study of hospitals in Tunisia

Pages: 330-334
Sami Chaabouni and Chokri Abednnadher (Faculty of Economics and Management of Sfax, Laboratory CODECI, University of Sfax, Tunisia)

The main purpose of this study is to investigate relationships between patient perception healthcare quality, satisfaction patient, and behavioral intentions. Self-administered questionnaire was used to collect the related data in Tunisian public hospitals. Data were analysed using structural equation modeling techniques. Findings indicate that administration quality and the physical environment have the highest positive effect on service quality. While also socio-demographic variables and communication have a not very considerable effect. Recommendations were presented and suggestions were highlighted for improve the quality of care.