Services quality of speech therapy clinic at the Rehabilitation Faculty of Iran University of Medical Sciences using SERVQUAL model

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Mohammadi Reihaneh; KAMRAN FARIDEH; Damerchi Zeinab

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Journal: JOURNAL OF HEALTH ADMINISTRATION Year:2019 | Volume:21 | Issue:74 Page(s): 101-114

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Information Journal Paper

Title

Services quality of speech therapy clinic at the Rehabilitation Faculty of Iran University of Medical Sciences using SERVQUAL model

Author(s)

Mohammadi Reihaneh | KAMRAN FARIDEH | Damerchi Zeinab | Issue Writer Certificate

Keywords

Quality of servicesQ3

SERVQUAL ModelQ1

Speech TherapyQ1

Abstract

Introduction: Service quality is essential for service delivery. The Speech Therapy Clinic at the Rehabilitation Faculty of Iran University of Medical Sciences is one of the governmental centers providing rehabilitation services. This study aimed to study the service quality of Speech Therapy services using SERVQUAL Model. Methods: In this descriptive-analytic stud, conducted in 2016 – 2017, a convenience sampling was used to recruit 59 patients referring to the Speech Therapy Clinic. Service quality was measured using a two-dimensional questionnaire to measure the perceptions and expectations of the patients and calculate the existing gaps between their perceptions and expectations. Data were analyzed using SPSS software. One-sample t-test was used to examine the significance of the gap, and Spearman and Chisquare tests were used to examine the relationship between quantitative and qualitative demographic variables with five dimensions of quality, respectively. Results: Regarding the validity and reliability of the questionnaire, the CVI was %0. 85 and Cronbach's alpha for the perceptions and expectations were %0. 95 and %0. 82, in that order. The results indicated a service gap in all five dimensions of quality. The largest and lowest gaps were related to empathy and responsiveness dimensions, respectively. There was no significant relationship between service gap and age, the frequency of visiting the clinic and gender. Conclusions: According to the findings, the Speech Therapy Clinic does not fully meet the expectations of the clients and there is a need to improve the Quality of services; therefore, in order to achieve a higher level of service quality, the clinic officials are recommended to reduce the gap between their clients' perceptions and expectations.

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References

Analyzing the Quality Gapsin the Services of Rehabilitation Centers Using the SERVQUAL Technique in Ahvaz, Iran

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APA: Copy

Mohammadi, Reihaneh, KAMRAN, FARIDEH, & Damerchi, Zeinab. (2019). Services quality of speech therapy clinic at the Rehabilitation Faculty of Iran University of Medical Sciences using SERVQUAL model. JOURNAL OF HEALTH ADMINISTRATION, 21(74 ), 101-114. SID. https://sid.ir/paper/129986/en

Vancouver: Copy

Mohammadi Reihaneh, KAMRAN FARIDEH, Damerchi Zeinab. Services quality of speech therapy clinic at the Rehabilitation Faculty of Iran University of Medical Sciences using SERVQUAL model. JOURNAL OF HEALTH ADMINISTRATION[Internet]. 2019;21(74 ):101-114. Available from: https://sid.ir/paper/129986/en

IEEE: Copy

Reihaneh Mohammadi, FARIDEH KAMRAN, and Zeinab Damerchi, “Services quality of speech therapy clinic at the Rehabilitation Faculty of Iran University of Medical Sciences using SERVQUAL model,” JOURNAL OF HEALTH ADMINISTRATION, vol. 21, no. 74 , pp. 101–114, 2019, [Online]. Available: https://sid.ir/paper/129986/en

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