SACM - Jordan
Permanent URI for this collectionhttps://drepo.sdl.edu.sa/handle/20.500.14154/9658
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Item Restricted دور برنامج الزائر السري في تحسين جودة المشآت الصحية(ISRA UNIVERSITY, 2024) العنزي, خالد; السكارنة, بلالThis study aimed to identify the role of the mystery shopper program, through its dimensions (mystery marketing, confidential reports, and evaluation of healthcare levels), in enhancing the quality of health services, specifically focusing on the quality dimension within government hospitals in the Hail Health Cluster. To achieve the study's objectives, a descriptive-analytical approach was adopted. The researcher developed a questionnaire with 30 items to measure the relevant variables, and 130 questionnaires were distributed to a random sample of employees in government hospitals in the Hail Health Cluster. A total of 130 responses were analyzed, with a 100% response rate. Various statistical tests were conducted using SPSS version 26. The results indicated a positive and statistically significant effect of the mystery shopper dimensions (mystery shopping, confidential reports, and healthcare level evaluation) on improving the quality of health services in government hospitals in the Hail Health Cluster. The study recommended the continued implementation of the mystery shopper program and its expansion to cover more departments and units within government hospitals, ensuring a comprehensive assessment of quality levels. Additionally, it advocated for regular training programs for employees based on the results of confidential reports to enhance their skills and knowledge of quality standards.7 0