Service quality assessment of a referral hospital in Southern Iran with SERVQUAL technique: patients' perspective

被引：58

作者：

Aghamolaei, Teamur ^{[1
]}

Eftekhaari, Tasnim Eghbal ^{[2
]}

Rafati, Shideh ^{[2
]}

Kahnouji, Kobra ^{[3
]}

Ahangari, Shamsieh ^{[4
]}

Shahrzad, Mohammad Esmaeil ^{[5
]}

Kahnouji, Ataollah ^{[6
]}

Hoseini, Seyedeh Hamideh ^{[7
]}

机构：

[1] Hormozgan Univ Med Sci, Social Determinants Hlth Promot Res Ctr, Dept Publ Hlth, Bandar Abbas, Iran

[2] Hormozgan Univ Med Sci, Clin Res Dev Unit, Shahid Mohammadi Hosp, Bandar Abbas, Iran

[3] Hormozgan Univ Med Sci, Social Determinants Hlth Promot Res Ctr, Bandar Abbas, Iran

[4] Univ Sistan & Baluchistan, Dept Management, Zahedan, Iran

[5] Hormozgan Univ Med Sci, Res Comm, Bandar Abbas, Iran

[6] Islamic Azad Univ Rafsanjan, Rafsanjan, Iran

[7] Hormozgan Univ Med Sci, Hlth Informat Management Res Ctr, Bandar Abbas, Iran

来源：

BMC HEALTH SERVICES RESEARCH | 2014年 / 14卷

关键词：

Hospital; Quality; SERVQUAL; Patients; Iran; PERCEPTIONS;

D O I：

10.1186/1472-6963-14-322

中图分类号：

R19 [保健组织与事业（卫生事业管理）];

学科分类号：

摘要：

Background: Providing services to patients according to their expectations and needs is necessary for the success of an organization in order to remain in the competitive market. Recognizing these needs and expectations is an important step in offering high quality services. This study was designed to determine the service quality gap of the main hospital of Hormozgan province. Methods: This cross sectional study was conducted in 2013 in Bandar Abbas ShahidMohammadi Hospital in the south of Iran. All 96 participants of this study were provided by SERVQUAL questionnaire. Data was analyzed by Wilcoxon and Kruskal-Wallis tests. Results: Service quality gaps were seen in all five service quality dimensions and the overall quality of service. The mean of quality perception score and quality expectation score was 3.44 +/- 0.693 and 4.736 +/- 0.34, respectively. The highest perception was in assurance dimension and the highest expectation was in Responsiveness and assurance dimensions. Also, the lowest perception was in responsiveness dimension and the lowest expectation was about empathy. In this study, 56.1% of participants defined the quality of services as average. Conclusion: According to the results, this hospital was not able to meet patients' expectations completely. Therefore, action must be taken to decrease the gap between the perception and expectation of the patients.

引用

页数：5

共 25 条

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