Abstract
This qualitative research investigates the relationship between the quality of service provided and patient/customer satisfaction in Private Healthcare, Dubai, United Arab Emirates (UAE), using contextualized SERVQUAL. The findings reveal that patient choice of physician and word of mouth (WOM) recommendations made patients/customers less likely to be dissatisfied with the quality of physician care.
This article has relevance because Dubai has a diverse population, of which only around 11% are UAE nationals. Invest in Dubai (2025) reports that healthcare expenditure in the UAE is amongst the highest worldwide at US$1,200 per capita. The sector currently generates more than US$4.63 billion in annual revenues and includes 75 insurance companies that offer more than 12,000 types of insurance policies. However, most policies allow patients to select their own physicians.
This article has relevance because Dubai has a diverse population, of which only around 11% are UAE nationals. Invest in Dubai (2025) reports that healthcare expenditure in the UAE is amongst the highest worldwide at US$1,200 per capita. The sector currently generates more than US$4.63 billion in annual revenues and includes 75 insurance companies that offer more than 12,000 types of insurance policies. However, most policies allow patients to select their own physicians.
| Original language | English |
|---|---|
| Pages (from-to) | 41-64 |
| Number of pages | 24 |
| Journal | Journal of Business Paradigms |
| Volume | 8 |
| Issue number | 1 |
| Publication status | Published - 2025 |
Keywords
- Private healthcare
- Dubai
- SERVQUAL
- Contextualized SERVQUAL (CSERVQUAL)
- patient satisfaction
- quality
- Indian diaspora
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