Modeling the effects of service quality determinants on patient satisfaction: A SEM Approach in a private Afghan Hospital

Abstract

This study delves into Mohmand International Hospital's (MIH) 
service quality and its impact on customer satisfaction. Using a 
questionnaire with 394 hospital patients, we investigated tangibility, 
empathy, responsiveness, assurance, and reliability. Analyzing data 
via AMOS 24.00 and SPSS 27.00 revealed significant positive 
correlations between these service quality aspects and customer 
satisfaction. Notably, while tangibility yielded higher satisfaction 
levels, responsiveness and reliability showed lower satisfaction 
rates. Together, these aspects accounted for 54.3% of customer 
satisfaction variance. Recommendations focus on improving MIH's 
empathy and responsiveness to enhance overall satisfaction.