The Impact of outpatients service quality on patients' satisfaction in Benha and kafr El-Sheikh University Hospitals: A comparative study. | ||
| Benha Medical Journal | ||
| Articles in Press, Accepted Manuscript, Available Online from 01 November 2025 PDF (740.41 K) | ||
| Document Type: Original Article | ||
| DOI: 10.21608/bmfj.2025.403232.2536 | ||
| Authors | ||
| Sabry A. Salem1; Rasha S. El-Desouky2; Hala A. Abed3; Basma M. Hani4; Hoda S. Abd El-Hamid* 5 | ||
| 1Professor of Public Health Community, Environmental and Occupational Medicine Department Faculty of Medicine, Benha University | ||
| 2Vice Dean of Educational and Students Affairs - Professor of Public Health Community, Environmental and Occupational Medicine Department Faculty of Medicine, Benha University | ||
| 3Professor of Public Health Community, Environmental and Occupational Medicine Department Faculty of Medicine - Benha University | ||
| 4Assistant Professor of Public Health Community, Environmental and Occupational Medicine Department Faculty of Medicine - Benha University | ||
| 5(MB.B.CH, Msc.PH) Assistant lecturer at Community, Environmental and Occupational Medicine Department Faculty of Medicine – Kafr El-Sheikh University | ||
| Abstract | ||
| Background: Patients’ satisfaction represents an important indicator for the quality of health care delivery and it is a widely accepted factor which needs to be studied repeatedly for better functioning of health care systems. Objectives: to assess service quality’s effect on patient satisfaction, measure outpatient satisfaction levels, and identify influencing factors at Benha and Kafr El-Sheikh University Hospitals. Subjects and Methods: A comparative cross-sectional research has been conducted on a total sample of 600 cases attending the outpatient clinics at Benha and Kafr El-Sheikh University Hospitals. Stratified random sampling was utilized to select participants. El-Gilany socio demographic questionnaire, patient satisfaction questionnaire and service quality questionnaire were used to collect data. Results: The total satisfaction score about the studied outpatient clinics was (45,2% and41.3% respectively) at Benha and Kafr El-Sheikh university hospitals with statistically insignificant variance in the overall satisfaction scores between the two hospitals ,while it was (60.4 % and 64.5% respectively) for environment & facilities, (42.5 % and 37.8% respectively)for service procedure, (58.1% and57.9% respectively) treatment, (52.2% and 46.3% respectively)for doctors, (43.1% and35.5% respectively) for nurses, (36.4% and 38.6% respectively) for administrative personnel and (40.2% and 35.5% respectively)for information given for patients at Benha and Kafr El-Sheikh university hospitals. and there was a significant positive correlation between total quality and satisfaction scores for Benha and Kafr El-Sheikh University Hospitals. Conclusion: About half of the participants have been satisfied with overall healthcare, with tangibility, reliability, and assurance significantly influencing satisfaction, while responsiveness and empathy had no significant effect. | ||
| Keywords | ||
| Service Quality; Patient’s Satisfaction; Benha University Hospital; Kafr El-Sheikh University Hospital | ||
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