Public Health Education and Promotion Commons^™

Examining Patients’ Satisfaction In Jordanian Emergency Departments Through Business Process Improvement Implementation, Mohammed Shaker Ibrahim

Master's Theses and Doctoral Dissertations

There have been recent advancements in healthcare services provision to enhance patients’ satisfaction. Previous research has concluded that Jordanian ratings of service quality and quality of care provided in public hospitals are lower compared to other nations in the region and abroad. These studies, however, failed to utilize any standardized customer satisfaction tools. At the same little empirical research has attempted to investigate the link of business process improvement in Jordanian hospitals to the enhancement of patients’ satisfaction. This research bridges the gap in the literature by first testing and validating SERVQUAL, a customer satisfaction tool, in Jordanian hospital environments …