تقييم جودة الخدمات الصحية في المستشفيات الخاصة في ظل جائحة كوفيد 19 من وجهة نظر الزبون دراسة ميدانية بعيادة رفاق الفتح الجزائر

Abstract

The objective of this study is to evaluate the quality of health services in the Rafak Al-Fateh Clinic - Algeria - in light of the Corona pandemic from the customer's point of view, and more precisely to evaluate the dimensions of health service quality represented in (dependency, tangible response, safety, empathy) by measuring the relationship between quality and its dimensions and satisfaction. And measuring the impact of quality and its dimensions on satisfaction during the Corona pandemic, and identifying the level of quality of health services provided to the customer in private health institutions during the Corona pandemic, in order to improve the quality of health services provided by clinics to meet the customer’s multiple and renewable needs and desires to gain their satisfaction, and to upgrade To the level of required standards, especially in the field of health services. To achieve this, it was relied on distributing a questionnaire that included the dimensions of health service quality and customer satisfaction, as the sample size was estimated at 71 questionnaires, for the purpose of testing hypotheses to answer the study questions, and using the SPSS.V21 program was also used to analyze and interpret the recorded results.