ASSESSMENT OF HEALTH CARE SERVICES IN OUTPATIENT CLINICS BASED ON SERVQUAL MODEL IN HOSPITALS OF TEHRAN

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TABIBI SEYED JAMALODDIN; GOHARI MAHMOD REZA; SHAHRI SOMAYEH; AGHABABA SARA

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Journal: Payavard Salamat Year:2011 | Volume:5 | Issue:4 Page(s): 49-56

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Title

ASSESSMENT OF HEALTH CARE SERVICES IN OUTPATIENT CLINICS BASED ON SERVQUAL MODEL IN HOSPITALS OF TEHRAN

Author(s)

TABIBI SEYED JAMALODDIN | GOHARI MAHMOD REZA | SHAHRI SOMAYEH | AGHABABA SARA | Issue Writer Certificate

Keywords

SERVICE QUALITYQ2

SERVQUALQ2

OUTPATIENTSQ3

HOSPITALQ2

Abstract

Background and Aim: The provision of high-quality services is considered as a prerequisite to the success of responsible organizations. Using SERVQUAL model, the present article seeks to delve into the quality of services provided in outpatient clinics as judged by patients in case-study HOSPITALs throughout Tehran.Materials and Methods: This is a cross-sectional descriptive research in which 242 subjects were studied at the outpatient clinics under investigation throughout Tehran using a standardized questionnaire named SERVQUAL (1988).Results: The results of a t-test revealed a meaningful difference between the patients' perception and their expectation about 5 factors (tangible elements, reliability, assurance, accountability and collaboration) affecting the quality of services in clinics. The patients rated ‘assurance' as the most important factor (4.41) and ‘accountability' as the least important of the 5 factors (2.21).Conclusion: The results indicate that the application of SERVQUAL model enables HOSPITAL managers to evaluate the quality of services as evaluated by patients as their most important clients and enhance the quality of such services through proper planning and removal of deficiencies.

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APA: Copy

TABIBI, SEYED JAMALODDIN, GOHARI, MAHMOD REZA, SHAHRI, SOMAYEH, & AGHABABA, SARA. (2011). ASSESSMENT OF HEALTH CARE SERVICES IN OUTPATIENT CLINICS BASED ON SERVQUAL MODEL IN HOSPITALS OF TEHRAN. PAYAVARD-SALAMAT, 5(4), 49-56. SID. https://sid.ir/paper/149789/en

Vancouver: Copy

TABIBI SEYED JAMALODDIN, GOHARI MAHMOD REZA, SHAHRI SOMAYEH, AGHABABA SARA. ASSESSMENT OF HEALTH CARE SERVICES IN OUTPATIENT CLINICS BASED ON SERVQUAL MODEL IN HOSPITALS OF TEHRAN. PAYAVARD-SALAMAT[Internet]. 2011;5(4):49-56. Available from: https://sid.ir/paper/149789/en

IEEE: Copy

SEYED JAMALODDIN TABIBI, MAHMOD REZA GOHARI, SOMAYEH SHAHRI, and SARA AGHABABA, “ASSESSMENT OF HEALTH CARE SERVICES IN OUTPATIENT CLINICS BASED ON SERVQUAL MODEL IN HOSPITALS OF TEHRAN,” PAYAVARD-SALAMAT, vol. 5, no. 4, pp. 49–56, 2011, [Online]. Available: https://sid.ir/paper/149789/en

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