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Evaluation of service quality from patients’ viewpoint

BACKGROUND: Measuring patients’ perception from health service quality as an important element in the assessment of service quality has attracted much attention in recent years. Therefore, this study was conducted to find out how the patients evaluated service quality of clinics at teaching hospital...

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Autores principales: Abbasi-Moghaddam, Mohammad Ali, Zarei, Ehsan, Bagherzadeh, Rafat, Dargahi, Hossein, Farrokhi, Pouria
Formato: Online Artículo Texto
Lenguaje:English
Publicado: BioMed Central 2019
Materias:
Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC6420766/
https://www.ncbi.nlm.nih.gov/pubmed/30876453
http://dx.doi.org/10.1186/s12913-019-3998-0
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author Abbasi-Moghaddam, Mohammad Ali
Zarei, Ehsan
Bagherzadeh, Rafat
Dargahi, Hossein
Farrokhi, Pouria
author_facet Abbasi-Moghaddam, Mohammad Ali
Zarei, Ehsan
Bagherzadeh, Rafat
Dargahi, Hossein
Farrokhi, Pouria
author_sort Abbasi-Moghaddam, Mohammad Ali
collection PubMed
description BACKGROUND: Measuring patients’ perception from health service quality as an important element in the assessment of service quality has attracted much attention in recent years. Therefore, this study was conducted to find out how the patients evaluated service quality of clinics at teaching hospitals affiliated with Tehran University of Medical Sciences in Iran. METHODS: This cross-sectional study was conducted in Tehran in 2017 and 400 patients were randomly selected from four hospitals. Data were collected using a questionnaire, the validity and reliability of which were confirmed in previous study. In order to analyze the data, T-test, ANOVA, and Pearson correlation coefficient were calculated using SPSS 23. RESULTS: The results indicated that among eight dimensions of health service quality, the patients were more satisfied with physician consultation, services costs and admission process. The highest and lowest mean scores were related to physician consultation (Mean = 4.17), and waiting time (Mean = 2.64), in that order. The total mean score of service quality was 3.73 (± 0.51) out of 5. Outpatient services were assessed as good, moderate and weak by 57.5, 40 and 2.5% of the patients, respectively. There was a significant relationship between the positive perception of service quality and reason for admission, source of recommendation, gender, education level, health status, and waiting time in the clinics (p <  0.05). CONCLUSION: The majority of the patients had a positive experience with visiting clinics and perceived service provision as good. In fact, patients’ perceptions of physician consultation, provision of information to patients and the environment of delivering services, are the most important determinants of service quality in clinics.
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spelling pubmed-64207662019-03-28 Evaluation of service quality from patients’ viewpoint Abbasi-Moghaddam, Mohammad Ali Zarei, Ehsan Bagherzadeh, Rafat Dargahi, Hossein Farrokhi, Pouria BMC Health Serv Res Research Article BACKGROUND: Measuring patients’ perception from health service quality as an important element in the assessment of service quality has attracted much attention in recent years. Therefore, this study was conducted to find out how the patients evaluated service quality of clinics at teaching hospitals affiliated with Tehran University of Medical Sciences in Iran. METHODS: This cross-sectional study was conducted in Tehran in 2017 and 400 patients were randomly selected from four hospitals. Data were collected using a questionnaire, the validity and reliability of which were confirmed in previous study. In order to analyze the data, T-test, ANOVA, and Pearson correlation coefficient were calculated using SPSS 23. RESULTS: The results indicated that among eight dimensions of health service quality, the patients were more satisfied with physician consultation, services costs and admission process. The highest and lowest mean scores were related to physician consultation (Mean = 4.17), and waiting time (Mean = 2.64), in that order. The total mean score of service quality was 3.73 (± 0.51) out of 5. Outpatient services were assessed as good, moderate and weak by 57.5, 40 and 2.5% of the patients, respectively. There was a significant relationship between the positive perception of service quality and reason for admission, source of recommendation, gender, education level, health status, and waiting time in the clinics (p <  0.05). CONCLUSION: The majority of the patients had a positive experience with visiting clinics and perceived service provision as good. In fact, patients’ perceptions of physician consultation, provision of information to patients and the environment of delivering services, are the most important determinants of service quality in clinics. BioMed Central 2019-03-15 /pmc/articles/PMC6420766/ /pubmed/30876453 http://dx.doi.org/10.1186/s12913-019-3998-0 Text en © The Author(s). 2019 Open AccessThis article is distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution, and reproduction in any medium, provided you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license, and indicate if changes were made. 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
Abbasi-Moghaddam, Mohammad Ali
Zarei, Ehsan
Bagherzadeh, Rafat
Dargahi, Hossein
Farrokhi, Pouria
Evaluation of service quality from patients’ viewpoint
title Evaluation of service quality from patients’ viewpoint
title_full Evaluation of service quality from patients’ viewpoint
title_fullStr Evaluation of service quality from patients’ viewpoint
title_full_unstemmed Evaluation of service quality from patients’ viewpoint
title_short Evaluation of service quality from patients’ viewpoint
title_sort evaluation of service quality from patients’ viewpoint
topic Research Article
url https://www.ncbi.nlm.nih.gov/pmc/articles/PMC6420766/
https://www.ncbi.nlm.nih.gov/pubmed/30876453
http://dx.doi.org/10.1186/s12913-019-3998-0
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