Evaluating the quality of healthcare services using the SERVQUAL model: From the perspective of beneficiaries at the Martyr Ahmed Al-Muqrif Hospital in Libya

Abstract

This study aimed to evaluate the quality of healthcare services using the SERVQUAL model in the Libyan healthcare sector. A field study was conducted at the Martyr Ahmed Al-Muqrif Teaching Hospital in Ajdabiya. The study employed a quantitative approach using a questionnaire distributed to a non-probability random sample of 311 valid questionnaires. The results showed that the quality healthcare services provided at the hospital was low, with a score of 2.29. The dimensions of tangibility, reliability, and safety were also low, ranging from 2.22 to 2.53. The dimensions of responsiveness and empathy were at moderate levels, at 2.67 and 2.60, respectively. The study offered several recommendations, most importantly: developing the infrastructure, enhancing the efficiency of organizational and administrative performance, supporting the hospital with qualified medical and technical staff, developing continuous training programs for employees, and strengthening safety and quality procedures within the hospital.