The impact of supply chain management towards service quality moderated by the role of information quality in Jordanian Government Hospitals

The health care sector in Jordan, especially the government hospitals, is currently facing various challenges in serving a large population. As a government organization responsible for providing integrated health care services, hospitals are more inclined to provide through Service Quality (SQ) because of its direct impact on human health care. Therefore, this study has investigated the relationship between Supply Chain Management (SCM) and SQ in government hospitals in Jordan by focusing on the moderating effect of Information Quality (IQ). In other words, this study aims to examine the moderating effect of IQ on the relationship between SCM and SQ in a government hospital in Jordan. This study is quantitative by obtaining data through questionnaires. This questionnaire is structured that includes SCM, SQ and IQ dimensions that have been adapted based on existing and published academic highlights. This data was collected from 316 respondents representing management and administration in the Procurement and Supply Department in all government hospitals in Jordan. Partial Least Squares - Structural Equation Modeling (PLS-SEM) was used to test the hypotheses (eg: tangibility, assurance, empathy, trustworthiness, and responsiveness) developed for this research. The results from the analysis found that the research findings have supported six hypotheses that show a significant effect of SCM on SQ, while the other two hypotheses were not supported. The moderating effect of IQ was found to have influenced the relationship between after-sales service, delivery, specifications and standards, and SQ. The results of this study can be used as a reference and recommendation to the management and administration of the hospital to prioritize the development of strong relationships with suppliers and commitment to the guidelines that have been mutually agreed upon. This inevitably involves establishing clear two-way communication channels, negotiating mutually beneficial agreements and maintaining transparency to foster a collaborative and reliable supply chain.