The Experience of Giving Birth; Insights of Evaluation of Childbirth Satisfaction

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Iris Gertner Moryossef
Keren Or Chen


The importance of service as an added value different between organizations and improving customer
conservation has motivated organizations to adopt models and instruments to improve service and enhance
customer satisfaction. Based on the premise that “managing means assessing”, organizations have been investing
in various tools aimed at assessing service, detecting service gaps, and identifying the central elements that affect
customer satisfaction.
The study characterized and compared two central tools for assessing satisfaction: the SERVICEQUAL
model, which examines the gaps in service in five different dimensions, and the PS3 model, which examines the
effect of three elements—Personal care, Physical surrounding, and Process technical—on women’s satisfaction
with childbirth care.
The findings show that in both models, the dimension of personal touch, particularly empathy, accessibility,
and reliability of the medical team, was the most meaningful parameter in determining the level of satisfaction
and the service experience of the mother. Additionally, according to the SQ model, the tangibles of the service
also carry an important role in the patient’s satisfaction during childbirth. In other words, better service in terms
of the tangible elements of the process lead to higher satisfaction among the patients.

Article Details

Author Biographies

Iris Gertner Moryossef

Researcher and Lecturer, Hadassah Academic College, Department of Management,
Jerusalem, Israel

Keren Or Chen

Researcher and Senior Lecturer, Haifa University