Abstract:

This paper describes the operationalization of a deeper approach to learning during the development and delivery of the undergrad course in Business Administration. The pedagogy and curriculum for the course was informed by the principles of action learning and experiential learning. Specifically, the course was designed to foster deep learning through the planning and implementing of a research project based on finding opportunities to improve performance in the Saudi Arabian context.

Action learning was used to link the world of learning with the world of action through a reflective process within the action learning set. Experiential learning was used through the continuous four-stage learning process of concrete experience, reflective observation, abstract conceptualization and active experimentation. The project developed by the action learning set, is to examine the perceptions of users of the healthcare system on key issues that drive demand and satisfaction in healthcare sector in Saudi Arabia such as synchronization of service speed, accessibility and knowledge of service availability.

Evaluation of healthcare provision is essential in the ongoing assessment and consequent quality improvement of healthcare services. Most significantly, attempts have been made to determine the features of patient care that are likely to influence patient satisfaction and demand. From the review of the literature several important constructs from service supply chain were identified and will be tested in this research to examine aspects of healthcare provision that are most likely to influence satisfaction with use of healthcare services and therefore increase the demand for healthcare services.

This exploratory study will gathered data through a self-administered questionnaire among users of the healthcare system in Saudi Arabia. The main endogenous and exogenous variables used in the theoretical framework developed from the review of the literature will be examined through the use of Structural Equation Modelling (SEM). The survey instrument is directed to users of private or public hospitals and clinics around the country. SEM will be used in an expected sample of a minimum of 150 respondents form several cities around the country.

Keywords:

Experiential Learning, Action Learning, health care service operations, Patient Satisfaction, demand Increase.