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

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...

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Autores principales: Aghamolaei, Teamur, Eftekhaari, Tasnim Eghbal, Rafati, Shideh, Kahnouji, Kobra, Ahangari, Shamsieh, Shahrzad, Mohammad Esmaeil, Kahnouji, Ataollah, Hoseini, Seyedeh Hamideh
Formato: Online Artículo Texto
Lenguaje:English
Publicado: BioMed Central 2014
Materias:
Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC4115484/
https://www.ncbi.nlm.nih.gov/pubmed/25064475
http://dx.doi.org/10.1186/1472-6963-14-322
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author Aghamolaei, Teamur
Eftekhaari, Tasnim Eghbal
Rafati, Shideh
Kahnouji, Kobra
Ahangari, Shamsieh
Shahrzad, Mohammad Esmaeil
Kahnouji, Ataollah
Hoseini, Seyedeh Hamideh
author_facet Aghamolaei, Teamur
Eftekhaari, Tasnim Eghbal
Rafati, Shideh
Kahnouji, Kobra
Ahangari, Shamsieh
Shahrzad, Mohammad Esmaeil
Kahnouji, Ataollah
Hoseini, Seyedeh Hamideh
author_sort Aghamolaei, Teamur
collection PubMed
description 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.
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spelling pubmed-41154842014-07-31 Service quality assessment of a referral hospital in Southern Iran with SERVQUAL technique: patients’ perspective Aghamolaei, Teamur Eftekhaari, Tasnim Eghbal Rafati, Shideh Kahnouji, Kobra Ahangari, Shamsieh Shahrzad, Mohammad Esmaeil Kahnouji, Ataollah Hoseini, Seyedeh Hamideh BMC Health Serv Res Research Article 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. BioMed Central 2014-07-27 /pmc/articles/PMC4115484/ /pubmed/25064475 http://dx.doi.org/10.1186/1472-6963-14-322 Text en Copyright © 2014 Aghamolaei et al.; licensee BioMed Central Ltd. http://creativecommons.org/licenses/by/2.0 This is an Open Access article distributed under the terms of the Creative Commons Attribution License (http://creativecommons.org/licenses/by/2.0), which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly credited. The Creative Commons Public Domain Dedication waiver (http://creativecommons.org/publicdomain/zero/1.0/) applies to the data made available in this article, unless otherwise stated.
spellingShingle Research Article
Aghamolaei, Teamur
Eftekhaari, Tasnim Eghbal
Rafati, Shideh
Kahnouji, Kobra
Ahangari, Shamsieh
Shahrzad, Mohammad Esmaeil
Kahnouji, Ataollah
Hoseini, Seyedeh Hamideh
Service quality assessment of a referral hospital in Southern Iran with SERVQUAL technique: patients’ perspective
title Service quality assessment of a referral hospital in Southern Iran with SERVQUAL technique: patients’ perspective
title_full Service quality assessment of a referral hospital in Southern Iran with SERVQUAL technique: patients’ perspective
title_fullStr Service quality assessment of a referral hospital in Southern Iran with SERVQUAL technique: patients’ perspective
title_full_unstemmed Service quality assessment of a referral hospital in Southern Iran with SERVQUAL technique: patients’ perspective
title_short Service quality assessment of a referral hospital in Southern Iran with SERVQUAL technique: patients’ perspective
title_sort service quality assessment of a referral hospital in southern iran with servqual technique: patients’ perspective
topic Research Article
url https://www.ncbi.nlm.nih.gov/pmc/articles/PMC4115484/
https://www.ncbi.nlm.nih.gov/pubmed/25064475
http://dx.doi.org/10.1186/1472-6963-14-322
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