Factors Influencing Patient Satisfaction in Health Services: A Cross-Sectional Study in the Holy City of Najaf

Ahmed Abdul Hasan Mohsin, Community Health Technologies Department, Kufa Technical Institute, Al-Furat Al-Awsat Technical University, Kufa, Al-Najaf, Iraq
Lamees A. Abdul-Lateef, Babylon University, College of Medicine, Department of Microbiology
Noor Ismeal Nasser, Department of Medical Laboratory Techniques, Kufa Technical Institute, Al-Furat Al-Awsat Technical University 31001, Kufa, Al-Najaf, IraqFollow

ORCID

Noor Ismeal Nasser: https://orcid.org/0000-0001-9282-4071

Abstract

The healthcare system in the city of Najaf works to improve the quality of services provided to patients. Since patient satisfaction serves as a key measure of service quality, this study was designed to identify the potential factors that influence satisfaction within these facilities. cross-sectional study was conducted for 300 patients using public healthcare services in Najaf. the selection of patients based on the stratified random sampling across hospitals and primary health centers. Data were collected using a 24-item structured questionnaire that measured four domains: accessibility, staff attitude, service quality, and physical environment, rated on a four-point Likert scale. The study results showed that hospitals score the highest satisfaction compared to primary healthcare centers (χ ² = 8.74, p = 0.033). Regression analysis also revealed that the most significant factors affecting patient satisfaction were time to reach the healthcare facility (OR = 0.54, p = 0.015), frequency of visits (OR = 1.79, p = 0.012), and the type of healthcare facility (OR = 2.06, p = 0.013). The staff attitude and professionalism represent the highest rating of satisfaction (Mean = 3.34 ± 0.41), while the physical environment and cleanliness indicate the lowest level of satisfaction (Mean = 2.89 ± 0.52).We conclude from these results the need to identify structural gaps in primary healthcare environments, in addition to improving the infrastructure of health institutions and providing greater support for services provided to the patient to enhance the patient experience and satisfaction with the health services provided.

Recommended Citation

Mohsin A, Abdul-Lateef L, Nasser N. Factors Influencing Patient Satisfaction in Health Services: A Cross-Sectional Study in the Holy City of Najaf. Patient Experience Journal. 2026; 13(1):354-359. doi: 10.35680/2372-0247.2086.