تفاصيل الرسالة العلمية

The study aimed to investigate the effect of Service Quality on Patient Loyalty in the King Abdullah University Hospital, and the mediating role of Patient Satisfaction in the Relationship between Service Quality and Patient Loyalty. The study sample consisted of (300) Patient, the questionnaires are distributed on them, while the number of the recovered and valid questionnaires to analysis (252) in percentage (84%) from the total number of distributed questionnaires. The study using the simple and Multiple Regression, also path analysis to tasting study hypotheses. The study were reached a number of results: there is a significant effect of Service Quality (Tangibility, Responsiveness, Reliability, Safety and Empathy) on Patient Satisfaction and Patient Loyalty in the King Abdullah University Hospital, there is a significant effect of Patient Satisfaction in Patient Loyalty in the King Abdullah University Hospital, The study also demonstrated there is a significant mediate effect of Patient Satisfaction in the Relationship between Service Quality on Patient Loyalty. The study found several recommendations, the most important of which was to give King Abdullah University Hospital more attention to the services quality provided to patient, especially in terms of safety, Empathy and Responsiveness to patient needs, whereas improving patient satisfaction leads to increasing their loyalty to this hospital