Abstract

This quantitative study aimed to examine the moderating effect of the non-monetary perceived value (time and effort) on the relationship between five dimensions of service quality (environment and technology, convenience of care process, responsiveness, trust and security, and respect and caring) and patient satisfaction in the health care environment in general, non-specialist public hospitals in Tripoli, Libya (GPHT).

Research questions were formulated to investigate the following research objectives: (1) to examine the relationship between service quality dimensions and patient satisfaction; and (2) to examine the moderating effect of time and efforts on the relationship between dimensions of service quality and patient satisfaction. In order to measure quality of service, patient’s perceptions of service quality were investigated and data on patient were collected using an adapted instrument based on (1) SERVPERF, which was developed as an alternative to the disconfirmation-based SERVQUAL; (2) past research related to hospitals service quality; and (3) interviews with patients, physicians and medical staff in GPHT. Final sample size for analysis was 353.

Exploratory and confirmatory factor analyses were conducted. Hypotheses were tested using multiple regression analysis and hierarchical multiple regression through SPSS and SEM. The findings revealed that the time and effort did not moderate the relationship between service quality dimensions and patient satisfaction. The findings of this research could potentially provide an important contribution and inputs which may be useful in the process of decision making within the management, doctors and nurses working in Libya hospitals. Hence the study contributes to the further development of studies in service quality, perceived value and patient satisfaction in healthcare environment. Finally, the implications and limitations were also discussed.

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