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Assessing Medical Tourism Services Quality Using SERVQUAL Model: A Patient’s Perspective
BACKGROUND: Continuous quality improvement of the hospital services is a basic requirement of medical tourism industry. The different dimensions of hospital services quality are assessed constantly to improve the service of medical tourism. The aim of this study was to determine the services quality...
Autores principales: | , , , |
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Formato: | Online Artículo Texto |
Lenguaje: | English |
Publicado: |
Tehran University of Medical Sciences
2018
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Materias: | |
Acceso en línea: | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC5756584/ https://www.ncbi.nlm.nih.gov/pubmed/29318124 |
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author | QOLIPOUR, Mohammad TORABIPOUR, Amin FARAJI KHIAVI, Farzad SAKI MALEHI, Amal |
author_facet | QOLIPOUR, Mohammad TORABIPOUR, Amin FARAJI KHIAVI, Farzad SAKI MALEHI, Amal |
author_sort | QOLIPOUR, Mohammad |
collection | PubMed |
description | BACKGROUND: Continuous quality improvement of the hospital services is a basic requirement of medical tourism industry. The different dimensions of hospital services quality are assessed constantly to improve the service of medical tourism. The aim of this study was to determine the services quality of medical tourism in private and public hospitals. METHODS: In this cross-sectional study, the quality of hospital services were assessed in view of 250 Iraqi tourists referred to Ahvaz private and public hospitals in 2015. Data were collected using a valid medical tourism SERVQUAL questionnaire (MTSQ). This questionnaire includes 8 main dimensions with 31 items. Finally, Mann-Whitney, Kruskal-Wallis and Wilcoxon tests were used to analyze the data. RESULTS: The mean of age of patients was 39±2.2 yr. The mean of hospital length of stay was 3.87±1.36 days. The most patients were admitted to Orthopedics, Otorhinolaryngology, Obstetrics, and Gynecology departments, respectively. There was a negative gap in all of the dimensions of service quality in the studied hospitals (P>0.001). The highest and lowest quality gap was seen in the “exchange and travel facilities” (−2.63) and the “tangibles” (−0.68) dimension, respectively. CONCLUSION: There was a negative gap in all of the dimensions of service quality in the studied hospitals. Therefore, the hospital services quality is improved to attract the foreign patients. |
format | Online Article Text |
id | pubmed-5756584 |
institution | National Center for Biotechnology Information |
language | English |
publishDate | 2018 |
publisher | Tehran University of Medical Sciences |
record_format | MEDLINE/PubMed |
spelling | pubmed-57565842018-01-09 Assessing Medical Tourism Services Quality Using SERVQUAL Model: A Patient’s Perspective QOLIPOUR, Mohammad TORABIPOUR, Amin FARAJI KHIAVI, Farzad SAKI MALEHI, Amal Iran J Public Health Original Article BACKGROUND: Continuous quality improvement of the hospital services is a basic requirement of medical tourism industry. The different dimensions of hospital services quality are assessed constantly to improve the service of medical tourism. The aim of this study was to determine the services quality of medical tourism in private and public hospitals. METHODS: In this cross-sectional study, the quality of hospital services were assessed in view of 250 Iraqi tourists referred to Ahvaz private and public hospitals in 2015. Data were collected using a valid medical tourism SERVQUAL questionnaire (MTSQ). This questionnaire includes 8 main dimensions with 31 items. Finally, Mann-Whitney, Kruskal-Wallis and Wilcoxon tests were used to analyze the data. RESULTS: The mean of age of patients was 39±2.2 yr. The mean of hospital length of stay was 3.87±1.36 days. The most patients were admitted to Orthopedics, Otorhinolaryngology, Obstetrics, and Gynecology departments, respectively. There was a negative gap in all of the dimensions of service quality in the studied hospitals (P>0.001). The highest and lowest quality gap was seen in the “exchange and travel facilities” (−2.63) and the “tangibles” (−0.68) dimension, respectively. CONCLUSION: There was a negative gap in all of the dimensions of service quality in the studied hospitals. Therefore, the hospital services quality is improved to attract the foreign patients. Tehran University of Medical Sciences 2018-01 /pmc/articles/PMC5756584/ /pubmed/29318124 Text en Copyright© Iranian Public Health Association & Tehran University of Medical Sciences http://creativecommons.org/licenses/by/3.0/ This is an open-access article distributed under the terms of the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited. |
spellingShingle | Original Article QOLIPOUR, Mohammad TORABIPOUR, Amin FARAJI KHIAVI, Farzad SAKI MALEHI, Amal Assessing Medical Tourism Services Quality Using SERVQUAL Model: A Patient’s Perspective |
title | Assessing Medical Tourism Services Quality Using SERVQUAL Model: A Patient’s Perspective |
title_full | Assessing Medical Tourism Services Quality Using SERVQUAL Model: A Patient’s Perspective |
title_fullStr | Assessing Medical Tourism Services Quality Using SERVQUAL Model: A Patient’s Perspective |
title_full_unstemmed | Assessing Medical Tourism Services Quality Using SERVQUAL Model: A Patient’s Perspective |
title_short | Assessing Medical Tourism Services Quality Using SERVQUAL Model: A Patient’s Perspective |
title_sort | assessing medical tourism services quality using servqual model: a patient’s perspective |
topic | Original Article |
url | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC5756584/ https://www.ncbi.nlm.nih.gov/pubmed/29318124 |
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