1Ph. D Research Scholar, Department of Management Studies, BS Abdur Rahman Crescent Institute of Science and Technology, Chennai, India
2Professor and Head, Department of Management Studies, BS Abdur Rahman Crescent Institute of Science and Technology, Chennai, India
Nurses have a direct association with all activities of the health care in hospitals, such as pain management, assisting surgeries, patient care and the business side of health services. They represent a major group in the delivery of service. Several studies have been found in literature measuring the perspective of nurses concerning service quality and satisfaction of patients in different contexts but no studies were found in Yemen. The aim of the current research is to examine the perspective of nurses concerning service quality and satisfaction of patients in Yemeni private hospitals. To achieve this aim, a reliable and valid Arabic version of the SERVQUAL scale was applied for gathering the required data from 250 nurses. The data were analyzed by using proper statistical methods such as confirmatory factor analysis (CFA) and structural equation modeling (SEM). The study shows that Yemeni private hospitals deliver a good quality service. The findings of the SEM prove that all quality dimensions of service, except physical environment and quality of staff it well in predicting patient satisfaction. The study's results could be used by private hospitals in Yemen for developing quality of staff and physical environment improvement strategies.
SERVQUAL, Nurses, Perception, Service Quality, Patient Satisfaction
