ANALYSIS OF THE SERVICE QUALITY OF MEDICAL CENTERS USING SERVQUAL MODEL (CASE: SHAHEED RAHNEMOON HOSPITAL)

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MIRGHAFOURI S.H.A.; ZARE AHMADABADI H.

مرکز اطلاعات علمی Scientific Information Database (SID) - Trusted Source for Research and Academic Resources

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Journal: Journal of Shahid Sadoughi University of Medical Sciences Year:2007 | Volume:15 | Issue:2 Page(s): 84-92

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Title

ANALYSIS OF THE SERVICE QUALITY OF MEDICAL CENTERS USING SERVQUAL MODEL (CASE: SHAHEED RAHNEMOON HOSPITAL)

Author(s)

MIRGHAFOURI S.H.A. | ZARE AHMADABADI H. | Issue Writer Certificate

Keywords

QUALITY OF SERVICESQ2

SERVQUAL MODELQ3

GAP ANALYSIS MODELQ3

CUSTOMER SATISFACTIONQ3

Abstract

Introduction: Many organizations, especially service oriented ones, relative to their goals and mission, have a special view towards quality phenomena and its management.Methods: This paper analyzes medical service quality in one case; the internal section of Shaheed Rahnemoon Hospital Based on the basis of GAP ANALYSIS MODEL and Servqual technique. A questionnaire was designed and applied to measure expectations and perceptions of patients and personnel of the hospital.Result: On application of non-parametric statistical tests, we propose certain recommendations. These tests drive on five conceptual dimensions of service quality including intangibility, responsiveness, reliability, assurance and empathy. Results show that patients in this section were satisfied from the service provider's responsiveness, but there are significant differences between expectations and perceptions in other dimensions.Concision: The service quality analysis models are useful for managers of medical centers to distinguish gaps between the two sides of service representation; patients and medical centers personnel. Ultimately, they can reinforce strengths and control weaknesses.

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APA: Copy

MIRGHAFOURI, S.H.A., & ZARE AHMADABADI, H.. (2007). ANALYSIS OF THE SERVICE QUALITY OF MEDICAL CENTERS USING SERVQUAL MODEL (CASE: SHAHEED RAHNEMOON HOSPITAL). JOURNAL OF SHAHID SADOUGHI UNIVERSITY OF MEDICAL SCIENCES, 15(2), 84-92. SID. https://sid.ir/paper/35874/en

Vancouver: Copy

MIRGHAFOURI S.H.A., ZARE AHMADABADI H.. ANALYSIS OF THE SERVICE QUALITY OF MEDICAL CENTERS USING SERVQUAL MODEL (CASE: SHAHEED RAHNEMOON HOSPITAL). JOURNAL OF SHAHID SADOUGHI UNIVERSITY OF MEDICAL SCIENCES[Internet]. 2007;15(2):84-92. Available from: https://sid.ir/paper/35874/en

IEEE: Copy

S.H.A. MIRGHAFOURI, and H. ZARE AHMADABADI, “ANALYSIS OF THE SERVICE QUALITY OF MEDICAL CENTERS USING SERVQUAL MODEL (CASE: SHAHEED RAHNEMOON HOSPITAL),” JOURNAL OF SHAHID SADOUGHI UNIVERSITY OF MEDICAL SCIENCES, vol. 15, no. 2, pp. 84–92, 2007, [Online]. Available: https://sid.ir/paper/35874/en

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