USING THE SERVICE QUALITY GAP'S MODEL (SERVQUAL) IN IMAM KHOMEINI TEACHING HOSPITAL: 2012

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ABOLGHASEM GORJI H.; TABATABAEI S.M.; AKBARI A.; SARKHOSH S.; KHORASANI S.

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Journal: JOURNAL OF HEALTH ADMINISTRATION Year:2013 | Volume:16 | Issue:51 Page(s): 7-18

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Title

USING THE SERVICE QUALITY GAP'S MODEL (SERVQUAL) IN IMAM KHOMEINI TEACHING HOSPITAL: 2012

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Keywords

HOSPITALQ3

SERVICES QUALITYQ3

PATIENT EXPECTATIONSQ3

PATIENT PERCEPTIONSQ3

SERVQUALQ2

Abstract

Introduction: Patients can determine the quality of services provided by HOSPITALs which are regarded as large and complex service organizations within the health system. This study aimed to assess service quality gaps in Imam Khomeini teaching HOSPITAL in Tehran with respect to the differences between patients' perceptions of and expectations from health services.Methods: In this cross-sectional study, the six-dimensional SERVQUAL model questionnaire - the validity and reliability of which were confirmed by the researchers - was used to collect the viewpoints of 116 patients admitted to Imam Khomeini teaching HOSPITAL. Samples were estimated using the Cochrane statistical formula and the data were analyzed by means of independent t-test as well as correlation and ANOVA tests.Results: There was a negative gap in all dimensions of the quality of services. The highest and the lowest gaps (-2.55 and -0.697) were observed in the access and assurance dimensions, respectively.However, there was no significant relationship between the variables of quality gap of services and gender, marital status, insurance, visit frequency, age, and education (p value>0.05). It was also found that in none of the dimensions were the expectations of the patients satisfied.Conclusion: The results indicated that except for the access dimension, expectations can be affected if any of the other variables is changed. Generally, there are lots of opportunities to work on to improve the quality of services provided by health care system.

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APA: Copy

ABOLGHASEM GORJI, H., TABATABAEI, S.M., AKBARI, A., SARKHOSH, S., & KHORASANI, S.. (2013). USING THE SERVICE QUALITY GAP'S MODEL (SERVQUAL) IN IMAM KHOMEINI TEACHING HOSPITAL: 2012. JOURNAL OF HEALTH ADMINISTRATION, 16(51), 7-18. SID. https://sid.ir/paper/130017/en

Vancouver: Copy

ABOLGHASEM GORJI H., TABATABAEI S.M., AKBARI A., SARKHOSH S., KHORASANI S.. USING THE SERVICE QUALITY GAP'S MODEL (SERVQUAL) IN IMAM KHOMEINI TEACHING HOSPITAL: 2012. JOURNAL OF HEALTH ADMINISTRATION[Internet]. 2013;16(51):7-18. Available from: https://sid.ir/paper/130017/en

IEEE: Copy

H. ABOLGHASEM GORJI, S.M. TABATABAEI, A. AKBARI, S. SARKHOSH, and S. KHORASANI, “USING THE SERVICE QUALITY GAP'S MODEL (SERVQUAL) IN IMAM KHOMEINI TEACHING HOSPITAL: 2012,” JOURNAL OF HEALTH ADMINISTRATION, vol. 16, no. 51, pp. 7–18, 2013, [Online]. Available: https://sid.ir/paper/130017/en

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