An investigation of the quality of Syrian health insurance services via the SERVQUAL approach: a cross-sectional study
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Researchers |
Sulaiman Mouselli, Lilas Allahham and Sanaa Al Ahdab |
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Published in |
Cost Effectiveness and Resource Allocation, volume 24 (2026), issue 1, article number 17, December 2025. |
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Abstract |
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. Key words: Health insurance, Service quality, SERVQUAL, Attitude, Responsiveness, Sustainable Development Goals (SDGs), Syria. |
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Link to full paper |
