Faculty Of Business Administration and Economics

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Factors of Healthcare Quality That Affect Patient Satisfaction in Lebanese Hospitals
(2016) Abou Melhem, Maya Sami
The purpose of the study was to examine the impact of quality of healthcare offered in Lebanese hospitals on Lebanese patients of different educational level, age, monthly income, family status… Moreover, this study aimed to show whether there is a difference in satisfaction between accredited and non-accredited Lebanese Hospitals. An empirical study was performed using a survey questionnaire which was distributed to 1000 Lebanese patients. 226 patients responded to the questionnaire, 91 from accredited hospitals and 110 from non-accredited ones. Descriptive statistics were conducted followed by a reliability test, Factor Analysis, Multiple Regression with Stepwise method, Independent T-Test and One way ANOVA. Empirical evidence from this study shows that there were quality health factors that positively correlated with level of satisfaction of patients with the care in the hospital. Nevertheless, patients of accredited hospitals were more satisfied than patients of non-accredited hospitals. On the contrary, there was not enough evidence to prove that socio demographic characteristics affect level of satisfaction. The study recommends to managers of hospitals to greatly empathize on factors that affect satisfaction and work on improving them so that better satisfaction levels will be achieved by patients.