THE RELATIONSHIP BETWEEN HOSPITAL SERVICE QUALITY AND PATIENT’S PERCEIVED VALUE

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ZAREI EHSAN; ARAB MOHAMMAD; RASHIDIAN ARASH; GHAZI TABATABAEI SEYED MAHMOUD; RAHIMI FORUSHANI ABBAS

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Journal: JOURNAL OF MAZANDARAN UNIVERSITY OF MEDICAL SCIENCES Year:2013 | Volume:22 | Issue:98 Page(s): 0-0

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Title

THE RELATIONSHIP BETWEEN HOSPITAL SERVICE QUALITY AND PATIENT’S PERCEIVED VALUE

Author(s)

Keywords

SERVICE QUALITYQ2

PERCEIVED VALUEQ2

PRIVATE HOSPITALSQ3

PATIENTQ2

SERVPERFQ2

Abstract

Background and purpose: PERCEIVED VALUE is defined as customer’s overall assessment of the utility of a product or service based on perceptions of what is received and what is given. The aim of this study was to investigate the relationship between SERVICE QUALITY and PERCEIVED VALUE by PATIENTs in PRIVATE HOSPITALS of Tehran.Materials and methods: This cross-sectional descriptive and analytic study was conducted in 2010. The study population included 969 PATIENTs selected from eight private general hospitals in Tehran.The data was collected through a questionnaire containing 18-items (SERVICE QUALITY: 14 items and PERCEIVED VALUE: 4 items), which its reliability and validity were confirmed. Data analysis was performed using descriptive statistics and multivariate regression in SPSS.17.Results: The mean score for PATIENTs' perception of SERVICE QUALITY and PERCEIVED VALUE were 4.01, and 3.43 out of 5. Regression analysis showed that about 27% of the variance in PERCEIVED VALUE could be explained by the SERVICE QUALITY. The interaction quality is the strongest factor influencing PATIENT PERCEIVED VALUE and its predictive power is about twice more than two other dimensions of SERVICE QUALITY (process quality and environmental quality).Conclusion: Three dimensions of SERVICE QUALITY were the key determinants of PERCEIVED VALUE in PRIVATE HOSPITALS of Tehran. To promote the PERCEIVED VALUE by PATIENTs, the quality improvement activities must focus on reduction and rationalizing monetary costs, accurate service scheduling, and strengthening the interpersonal relationships and communication skills of doctors, nurses and staff.

Cites

THE QUALITY OF SERVICES PERCEIVED AND EXPECTED BY THOSE REFERRING TO PRIVATE LABS UNDER THE HEALTH INSURANCE CONTRACT

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APA: Copy

ZAREI, EHSAN, ARAB, MOHAMMAD, RASHIDIAN, ARASH, GHAZI TABATABAEI, SEYED MAHMOUD, & RAHIMI FORUSHANI, ABBAS. (2013). THE RELATIONSHIP BETWEEN HOSPITAL SERVICE QUALITY AND PATIENT’S PERCEIVED VALUE. JOURNAL OF MAZANDARAN UNIVERSITY OF MEDICAL SCIENCES, 22(98), 0-0. SID. https://sid.ir/paper/400912/en

Vancouver: Copy

ZAREI EHSAN, ARAB MOHAMMAD, RASHIDIAN ARASH, GHAZI TABATABAEI SEYED MAHMOUD, RAHIMI FORUSHANI ABBAS. THE RELATIONSHIP BETWEEN HOSPITAL SERVICE QUALITY AND PATIENT’S PERCEIVED VALUE. JOURNAL OF MAZANDARAN UNIVERSITY OF MEDICAL SCIENCES[Internet]. 2013;22(98):0-0. Available from: https://sid.ir/paper/400912/en

IEEE: Copy

EHSAN ZAREI, MOHAMMAD ARAB, ARASH RASHIDIAN, SEYED MAHMOUD GHAZI TABATABAEI, and ABBAS RAHIMI FORUSHANI, “THE RELATIONSHIP BETWEEN HOSPITAL SERVICE QUALITY AND PATIENT’S PERCEIVED VALUE,” JOURNAL OF MAZANDARAN UNIVERSITY OF MEDICAL SCIENCES, vol. 22, no. 98, pp. 0–0, 2013, [Online]. Available: https://sid.ir/paper/400912/en

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