The importance of the health service quality and its impact on customer satisfaction

Abstract

This study examines the impact of health service quality on customer satisfaction, focusing on Baqubah General Teaching Hospital in Diyala Governorate, Iraq. The research explores the relationship between various health service quality indicators, such as service marketing, pricing, promotion, distribution, and physical evidence, and their influence on patient satisfaction. The findings reveal a significant correlation between these indicators and patient satisfaction, highlighting the importance of delivering timely, credible, and responsive health services. The study concludes with recommendations for enhancing service quality through better resource allocation, implementing a comprehensive health insurance system, and adopting international quality management standards.