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Measuring Quality of Service from Consumer's Perspectives: A Case of Healthcare Insurance in Saudi Arabia

Healthcare system in Saudi Arabia is transforming from public to an independent private sector mainly through healthcare insurance. Success of the healthcare insurance depends upon the quality of service that is delivered according to consumers’ expectations. Globally there has been a significant level of research measuring services quality predominantly applying gap analysis model. In this regard our research is pioneering effort applying gap analysis model with reference to measuring Saudi healthcare services’ quality. SERVQUAL model has been applied to determine gaps in service quality based on five dimensions of care. Primary data collected from 400 respondents was analyzed using SPSS software to conduct factor analysis. Data reliability was established through KMO’s test. Factors were extracted to determine weighted scores to carry out gap analysis that showed generally consumers are satisfied with all dimensions of the service except reliability. Hence we indicate certain areas where service managers need to concentrate upon and set priorities to make service quality highly satisfactory and continuously improving. Finally we argue that research to be extended countrywide so that the quality of healthcare service through insurance is determined on regional basis to ensure there are no geographical, ethnic or demographic disparities in the service provision.


Mohammad Ishfaq, Faran Ahmad Qadri, Khalil Sulaiman Mohammad Abusaleem, Mahmood Al-Zyood

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