Service Quality and Patients’ satisfaction in Tunisian Public Hospitals

The aim of this paper is to identify perceived quality of Tunisian public hospitals and its effect
on patients’ satisfaction. Our empirical analysis focused on three public hospitals (Charles Nicole,
Rabta, Habib Thamer). By means of a questionnaire administered to a sample of 300 patients, we
could shed light on the satisfaction process of patients in hospitals, check whether there is a
relationship between perceived quality and satisfaction and finally we could establish the presence
of a relationship between patients’ satisfaction and perceived quality.