دور برنامج الزائر السري في تحسين جودة المشآت الصحية
| dc.contributor.advisor | السكارنة, بلال | |
| dc.contributor.author | العنزي, خالد | |
| dc.date.accessioned | 2025-05-27T07:06:48Z | |
| dc.date.issued | 2024 | |
| dc.description | The study further recommended integrating advanced analysis techniques, such as artificial intelligence and data analysis, to improve the accuracy and effectiveness of the mystery shopper program and provide deeper evaluations. Enhancing transparency by sharing evaluation results constructively with all employees was also recommended to strengthen their commitment to quality standards. Furthermore, establishing a rewards and incentive system for employees showing outstanding performance based on mystery shopper reports was suggested to motivate overall performance improvement. The study emphasized the need for in-depth analysis of evaluation results to identify trends and recurring patterns in healthcare performance, which would facilitate the development of sustainable improvement strategies. Finally, the study encouraged future research to examine the long-term effects of the mystery shopper program on the quality of health services and to identify opportunities for continuous improvement. | |
| dc.description.abstract | This 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. | |
| dc.format.extent | 135 | |
| dc.identifier.citation | Measurements | |
| dc.identifier.uri | https://hdl.handle.net/20.500.14154/75462 | |
| dc.language.iso | ar_SA | |
| dc.publisher | ISRA UNIVERSITY | |
| dc.subject | Secret visitor | |
| dc.subject | health facilities | |
| dc.subject | quality of health services | |
| dc.title | دور برنامج الزائر السري في تحسين جودة المشآت الصحية | |
| dc.title.alternative | باالتطبيق على المستشفيات الحكومية في تجمع حائل الصحي | |
| dc.type | Thesis | |
| sdl.degree.department | Business Administratin | |
| sdl.degree.discipline | KSA, Hail | |
| sdl.degree.grantor | ISRA UNIVERSITY | |
| sdl.degree.name | Master Of Business Administration |