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
The critical thinking and its role in modifying the health - related lifestyle : A review study
Health has been known as the human`s fundamental right, but it is an individual responsibility. The persons should be trained in order to take part actively in their health care. But, despite the trainings conducted, nar...
Assess the risks and returns of alternative investments in the industry (Stocks, gold, currency and bank deposits)
This study examines the risks and returns of alternative investments in the industry, stocks, gold, currency and bank deposits have been paid. Cross-correlation or consistent methodology and the type of applied research....
Evaluation of Relationship between Intellectual capital and Structure of Organizational Corporate Entrepreneurship (CE) (Case study: Staff of Maskan Bank, Kerman Province)
Human, structural and communicative capitals (elements of intellectual capital) are regarded as key elements of success in organizations. In the recent decade, organizational corporate entrepreneurship has been turned to...
The comparison of depression level of male athlete students with non-athlete students of Islamic Azad University Chalus branch
The present study was done with the purpose of considering mental health and general purpose of describing and comparing depression level of athlete and non-athlete male students educational year of 2012 Research method...
Study of concentration changes of proline and potassium for two varieties of pinto beans under cadmium stress
The accumulation of heavy metals in soil causes environmental pollutions and is considered as a serious threat to human's health. This study has been carried out with the purpose of studying the toxic effects of cadmium...