| Article ID: | iaor2017923 |
| Volume: | 20 |
| Issue: | 3 |
| Start Page Number: | 273 |
| End Page Number: | 290 |
| Publication Date: | Mar 2017 |
| Journal: | International Journal of Productivity and Quality Management |
| Authors: | Ajarmah Balqees Salem, Hashem Tareq N, Swies Rateb Jalil |
| Keywords: | quality & reliability, medicine, military & defence |
This research aimed to investigate the dimensions of service quality that affect patients' satisfaction in Jordanian military hospitals using the 5Q model consisting of quality of object, quality of process, quality of infrastructure, quality of interaction and quality of atmosphere. The research surveys five military hospitals in Jordan through distributing 350 questionnaires to a convenient sample of inpatients. A total number of 324 questionnaires were collected. The results show that 5Q dimensions affect patients' satisfaction. Furthermore, the 5Q model is a convenient diagnostic instrument to be used in assessing and monitoring the quality of healthcare service in hospitals.