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

BMC Health Services Research

Seyedeh Hamideh Hoseini¹  Ataollah Kahnouji⁵  Mohammad Esmaeil Shahrzad³  Shamsieh Ahangari²  Kobra Kahnouji⁴  Shideh Rafati⁷  Tasnim Eghbal Eftekhaari⁷  Teamur Aghamolaei⁶ 

[1] Health information management Research Center, Hormozgan University of Medical Sciences, Bandar Abbas, Iran;Department of Management, University of Sistan and Baluchistan, Zahedan, Iran;Research Committee, Hormozgan Universtiy of Medical Sciences, Bandar Abbas, Iran;Social Determinants for Health Promotion Research Center, Hormozgan University of Medical Sciences, Bandar Abbas, Iran;Islamic Azad University of Rafsanjan, Rafsanjan, Iran;Department of Public Health, Social Determinants for Health Promotion Research center, Hormozgan University of Medical Sciences, Bandar Abbas, Iran;Shahid mohammadi Hospital Clinical Research Development Unit, Hormozgan University of Medical Sciences, Bandar Abbas, Iran

关键词: Iran;    Patients;    SERVQUAL;    Quality;    Hospital;   

Others  :  1126916
DOI  :  10.1186/1472-6963-14-322

 received in 2013-11-06, accepted in 2014-07-11,  发布年份 2014

【 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.

【 授权许可】

   
2014 Aghamolaei et al.; licensee BioMed Central Ltd.

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