Personal variables and stay variables influence risk on patient’s satisfaction and patient’s perception of hospital service quality: the case of Tunisian hospital

Abstract

Service quality evaluation is specific. Some personal variables and stay variables can influence patient’s perception of hospital service quality and consequently his satisfaction. In this research, we tried to answer to this question: do personal variables and stay variables have an influence on perceived quality-satisfaction relation? We created a conceptual model which was empirically validated. Results show the moderating role of certain personal variables and stay variables on perceived quality-satisfaction relation.