اختبار جودة خدمات التأمين الصحي في سورية بالاعتماد على نهج سيرفكوال: دراسة مقطعية
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الباحثون المشاركون |
د. سليمان موصلي – د. ليلاس اللحام – د. سناء الأحدب |
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منشور في |
Cost Effectiveness and Resource Allocation, volume 24 (2026), issue 1, article number 17, December 2025. |
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الملخص |
The provision of quality healthcare is a global priority, particularly for countries like Syria, which has recently emerged from a devastating war. Many countries, including Syria, have implemented health insurance systems that aimed to reduce government health expenditure and improve access to healthcare services. This study aims to investigate the quality of health insurance services in Syria from the perspective of customers and to identify areas for improvement. We conducted a cross-sectional study utilizing the SERVQUAL metric, evaluates service quality across five dimensions: attitude, safety, efficiency, reliability and trustworthiness, and responsiveness. Data were collected through an online questionnaire targeting Syrian residents who have utilized health insurance services. A total of 284 participants were enrolled in the study, comprising 134 females and 150 males. The findings indicated that the quality of health insurance services in Syria is perceived as average or below average across all SERVQUAL dimensions. Notably, respondents expressed significant concerns regarding the attitude of medical staff, rating it well below average, while safety, reliability and trustworthiness were perceived as average. الكلمات المفتاحية: التأمين الصحي، جودة الخدمة، سيرفكوال، الموقف، الاستجابة، أهداف التنمية المستدامة، سورية. |
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