Service Quality in the Public Sector Using the SERVPERF Approach: A Field Study in Public Hospitals (Southern Jordan)

Abstract

The research aimed to measure the attitudes of the patients and the workers towards the quality of hospital services using the SERVPERF approach (actual performance). It is a field study in public hospitals of southern Jordan. The descriptive-analytical approach is used and the research is divided into four sections; the first: research methodology, the second: a theoretical framework and a review of literature, the third: research procedures and the fourth: results and recommendations. The results showed that: some variables had statistically significant differences with the dimensions of perceived quality, and the results of the patients were generally more significant compared to the results of workers.