Health service quality and patients’ satisfaction among hospitals: the cohesive care of human beings and accomplishment of human rights

Abstract

Purpose

In this study, the researchers explored the influence of service quality-related constructs on patients’ satisfaction with Egyptian health-care centers.

Design/methodology/approach

In this study, the researchers used a quantitative approach and concluded the study based on 316 valid cases collected from patients of Egyptian health-care centers.

Findings

Using path analysis with analysis of moment structures (AMOS), this study's results demonstrate that reliability and responsiveness, empathy, nursing care and medical care positively affect patients' satisfaction. On the other hand, the tangibles have a negative effect on patient satisfaction.

Practical implications

This study’s findings benefit policymakers by shaping evidence-based policies. Health-care managers can implement strategies that prioritize the identified factors and can foster a more patient-centric and effective health-care system. Also, this study’s findings guide health-care institutes to maintain human rights by serving poor and needy patients. More generally, this study's outcomes enrich the depth of the domain literature.

Originality/value

This study’s findings add to the existing knowledge and fill contextual gaps by confirming patients’ satisfaction with the service quality of Egyptian health-care centers.

Citation

Abdelwahed, N.A.A. and Zehri, A.W. (2024), "Health service quality and patients’ satisfaction among hospitals: the cohesive care of human beings and accomplishment of human rights", International Journal of Human Rights in Healthcare, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/IJHRH-03-2024-0019