Comparative study of service quality in selected hospitals of Tehran University of Medical Sciences, the private hospital and social security dimension six SERVQUAL model
Journal Title: International Research Journal of Applied and Basic Sciences - Year 2013, Vol 7, Issue 10
Abstract
The main goal of any organization should be customer satisfaction because patients will have to increase health promotion .Through the analysis of the gap between expected and perceived service quality of the patient can be measured using the SERVQUAL model.This study aimed to assess the quality of services provided to patients within the patients selected hospitals of Tehran University of Medical Sciences,privatedepartment, Social Security,an appropriate context for the development of programs to improve the quality of services provided to patients.This descriptive - cross sectional analysis was performed of 675 patients with five selected hospitals: Holy Prophet (PBUH), Khatam anbiya, Imam Khomeini, MILAD, Taleghani were studied.Standard SERVQUAL questionnaire, which includes two dimensions and six personal qualities Patients admitted to the hospital to dispose of the questionnaire used to collect data on all hospital admissions times the proration we analyze and distribute data using descriptive statistics and analytical software spss16 and T-test was performed.The quality of services provided to patients, there was a quality gap in the selected hospitals. Gap highest quality and lowest average gap in the quality of hospital Prophet (responsible: 4.74-, post-tangible: 0.66-), Khatam anbiya Hospital (later responsible: 4.95-, post-tangible: 0.41-), Imam Khomeini Hospital (responsibilities: 4.6., the adequacy of inputs: 0.46-), Milad Hospital (responsible: 3.89-then enough inputs: 0.11-), Taleghani Hospital (later responsible: 3.33-, tangible: 0.21-) was observed. Significant relationship between the mean gap of service quality provided to patients and their expressions were seen in all six dimensions. (P<0.05)The present study goes beyond the expectations of patients in selected hospitals in their perceptions of the current situation and any of the services provided, their expectations are not met. In order to improve the quality of services provided to patients, especially after all of the responsibility should be a priority.
Authors and Affiliations
Fatemeh Nouri| Supervision and public affairs development management, Iran University of Medical Science, Tehran, Iran, Abolghassem Pourreza| Associate professor, Department of Health Management and Economics, School of Public Health, Tehran University of Medical Science, Tehran, Iran, Saeed Reza Azami| Supervision and public affairs development manager, Tehran University of Medical Science, Tehran, Iran, Nasrin Shaarbafchi| Health Management and Economics Research Center, Iran University of Medical Science, Fatemeh Azadi| Supervision and public affairs development management, Tehran University of Medical Science, Tehran, Iran, Mohsen Pakdaman *| PhD student of health economics, Department of Health Management and Economics, Tehran University of medical sciences, Tehran, Iran, email: mohsen66pakdaman@gmail.com
Keywords
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