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atiehm@yahoo.com:
amusleh@qou.edu

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Abstract:
This study aimed to identify the quality level of the actual services perceived by staff and
patients in hospitals operating in the city of Qalqilya, and to identify differences in their
responses depending on the following variables: hospital, respondent, gender, marital status,
age, educational qualification, and function. The study population consisted of workers and
patients in both Darwish Nazzal governmental hospital, UNRWA hospital, sample of the study
included 126 staff and patients out of 420 people, representing 30% of the population.
The researcher used the descriptive method and SERVPERF scale to measure the quality of
perceived and actual service, questionnaire consisted of 28 items divided into 6 domains: the
tangible physical evidence, reliability, strength of response, safety& trust, empathy,
characteristics of the hospital. The tool of the study was constructed with the help of the
literature review and previous studies regarding this issue, the tool was also tested for validity,
reliability and suitability.
The results showed that the responses of the studying sample towards actual and perceived
quality of services, by staff and patients were high on all fields of study and on the total score.
Also there were significant differences on the following areas: power response, safety and
trust, and empathy due to the variable of gender was in favor of males, and the study provided
a set of recommendations such as providing the requirements of hospitals with modern
equipment and providing suitable training courses for workers in their respective fields in order
to improve the quality of medical services provided.






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9.

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40