Private hospitals quality assessment: Evidence from Jordan using HEALTHQUAL model

Patient well-being, satisfaction, and loyalty are the main competitive advantages of any private hospital. After the COVID-19 pandemic and its consequences on healthcare systems worldwide, health service quality (HEALTHQUAL) assessment is a global issue, particularly for private hospitals. This assessment is crucial for all countries, especially the developing ones. This study aimed to assess the HEALTHQUAL in Jordanian private hospitals from the patients’ point of view. Five HEALTHQUAL dimensions were used (namely healthcare personnel, non-healthcare personnel, tangibles, perceived efficiency, and patient loyalty). The PLS-Smart technique was used to test the HEALTHQUAL constructs and their interactions. The better understanding of the HEALTHQUAL system that achieved in this study provides several theoretical and managerial applications for improving the quality of private hospitals in Jordan.