EFFECT OF PERCEIVED QUALITY OF SERVICES ON PATIENTS' SATISFACTION IN PHYSICIANS' OFFICES OF ILAM TOWNSHIP

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FAKHRI EHSAN; ESHRAGHI SAMANI ROYA; POURASHRAF YASAN

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Journal: Medical Ethics Year:2016 | Volume:10 | Issue:35 Page(s): 31-50

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Information Journal Paper

Title

EFFECT OF PERCEIVED QUALITY OF SERVICES ON PATIENTS' SATISFACTION IN PHYSICIANS' OFFICES OF ILAM TOWNSHIP

Author(s)

FAKHRI EHSAN | ESHRAGHI SAMANI ROYA | POURASHRAF YASAN | Issue Writer Certificate

Keywords

PATIENT’ SATISFACTIONQ2

TRUSTQ1

SERVICE QUALITYQ2

PHYSICIANQ2

Abstract

Background and Aim: Observance professional code of ethics and patient satisfaction has a great importance in medical practice.Therefore, this study was carried out to determine of the effect of perceived quality of services on patient satisfaction in in PHYSICIANs' Offices of Ilam Township.Methods: This cross-sectional study was done by using a convenience sampling method on 381 patients referred to PHYSICIANs' offices of Ilam. Researcher-made questionnaire was used for data collection after gaining the face and content validity, and confirming reliability. Data were analyzed using SPSS SPSS20 and regression analysis.Ethical Considerations: After presenting the research objectives, emphasizing on confidentiality and obtaining patients' oral consent to participate in research, questionnaires were distributed.Findings: perceived quality of services in dimensions of reliability, TRUST, empathy, accountability and physical factors effects on patients ' satisfaction referred to doctors' offices of Ilam city, directly (p=0.001).Patients’ satisfaction increased with their age, but decreased by higher educational levels and complementary insurance coverage. Based on regression analysis, the TRUST or reliability, perceived the greatest impact than other dimensions, and physical factors were the least impact on patient satisfaction.Conclusion: Findings showed the TRUST and reliability has the greatest impact on patient satisfaction than other dimensions. With regarding to the patients’ rights and expectations, PHYSICIANs can provide the necessary background to gain patients, satisfaction through improving the quality of services. Also, PHYSICIANs must consider moral virtues and values such as care, honesty, compassion and empathy in the treatment of patients in their medical practice, in addition to professional duties based on rights and obligations.

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References

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

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APA: Copy

FAKHRI, EHSAN, ESHRAGHI SAMANI, ROYA, & POURASHRAF, YASAN. (2016). EFFECT OF PERCEIVED QUALITY OF SERVICES ON PATIENTS' SATISFACTION IN PHYSICIANS' OFFICES OF ILAM TOWNSHIP. MEDICAL ETHICS, 10(35), 31-50. SID. https://sid.ir/paper/195712/en

Vancouver: Copy

FAKHRI EHSAN, ESHRAGHI SAMANI ROYA, POURASHRAF YASAN. EFFECT OF PERCEIVED QUALITY OF SERVICES ON PATIENTS' SATISFACTION IN PHYSICIANS' OFFICES OF ILAM TOWNSHIP. MEDICAL ETHICS[Internet]. 2016;10(35):31-50. Available from: https://sid.ir/paper/195712/en

IEEE: Copy

EHSAN FAKHRI, ROYA ESHRAGHI SAMANI, and YASAN POURASHRAF, “EFFECT OF PERCEIVED QUALITY OF SERVICES ON PATIENTS' SATISFACTION IN PHYSICIANS' OFFICES OF ILAM TOWNSHIP,” MEDICAL ETHICS, vol. 10, no. 35, pp. 31–50, 2016, [Online]. Available: https://sid.ir/paper/195712/en

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