Thesis (MSc) - Cyprus International University. Institute of Graduate Studies and Research Health Care Organizations Management Department

Includes bibliography (sheets 41-47)

ABSTRACT
When we talk about health care quality, we're talking about how effectively specific
health care systems conform to clinical guidelines or standards of treatment, which
might be explicit or implicit. For the wide gap in the service quality in Somalia
health care system, With increasing demands for health care , private hospitals have
enjoyed rapid development, and the quality and satisfaction ratings of their quality
services have gradually become hotspot issues. The aim of the study is to find out
what makes hospital patients in Mogadishu, Somalia, patients’ satisfaction and loyal
about the quality of healthcare they get. The specific objective of the study was: (1)
To evaluate the quality of health services offered by private hospitals in Somalia. (2)
o Examine the relationship between patient satisfaction and loyalty and health – care
aspects of service quality (physical environment, consumer-friendly environment,
responsiveness, infraction or communication, and privacy & safety). (3) To Assess
the role of patients’ satisfaction as a mediator between the health‐care service and
patient loyalty. This study was used cross-sectional approach. Data were gathered
from 384 people who visited two private hospitals. In addition, after selecting
Mogadishu on purpose, quantitative data were gathered and analyzed using SPSS
Version 26. The study revealed Healthcare service quality is positively related with
Loyalty and patient satisfaction private hospitals and Patients’ satisfaction positively
relates with Patient Loyalty, the study further showed that the service quality has
significant impact on patient satisfaction in Somali Private hospitals setting. Also,
the patient satisfaction has significant impact on patients’ loyalty of the respondents.
Keywords: Patient Satisfaction, Patients Loyalty, Service Quality.