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Arab Journal of Administration المجلة العربية للإدارة

Abstract

This study aimed at identifying the factors that affecting on Saudis buyers satisfaction SBS towards poly clinics in Al-Kharj, which included: medical, non medical services, and selling prices, The study also aimed at determining the statistical differences in the level of satisfaction according to demographic characteristics of buyers: such as sex, age, level of education, and income. The society of study consisted of all Saudis patients seeking treatment from the national poly clinics in Al Kharj. To achieve the study objectives, the sample has been selected from the population which estimated by 240, 208 were analyzed, and convince sample is used. The study concluded that: there is a positive relation between the efficiency of medical services which represent medical staff working in the poly clinics and the SBS, moreover, 62.8% of the selected sample were agreed that the medical services provided were less than the average. On the other hand, it has been found that there is a positive relation between cleanliness of the buildings and the SBS, 64% of the selected sample were agreed that the level of non medical services provided were less the a average, 87% were not satisfied upon the selling prices of the medical services. Finally, the study has been found that there is a statistical difference in the level of satisfaction according to level of education, while there are no statistical differences according to age, sex, and income. The other results showed that the national poly clinics are preferable by low-income buyers (Patients), but the Word of Mouth Communication is the main promotion tool for 48.6% of buyers, also 26.8% of samples are satisfied towards the poly clinics services, and finally the 39.3% of buyers are repeated buyers. The study recommended that: there is a necessity to organize the process of issuing work visas for poly clinics according to the quality of service provided, number of outpatients, percentage of medical errors registered. Besides to, adopt of certain quality standards by ministry of health to classify these poly clinics, and the need to develop standards for total quality management, finally, establishing the national commission for private medical institutions in the kingdom.

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