A SURVEY OF QUALITY GAP OF KHORAMABAD MEDICAL EMERGENCY SERVICES USING SERVQUAL MODEL

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TOUSHMAL GHOLAMREZA; HAKAK SEYYED MOHAMMAD; HEIDARY HESHMATOLLAH

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Journal: Yafteh Year:2015 | Volume:17 | Issue:1 (63) Page(s): 78-86

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Title

A SURVEY OF QUALITY GAP OF KHORAMABAD MEDICAL EMERGENCY SERVICES USING SERVQUAL MODEL

Author(s)

TOUSHMAL GHOLAMREZA | HAKAK SEYYED MOHAMMAD | HEIDARY HESHMATOLLAH | Issue Writer Certificate

Keywords

QUALITYQ2

SERVICES QUALITY GAPQ2

SERVQUAL MODELQ2

MEDICAL EMERGENCY SYSTEMQ2

Abstract

Background : Awareness of perceptions and expectations of receivers of health centers services, as well as determination of gap between these two subjects can play an important role in better services rendering of these centers. Thise survey was conducted to evaluate QUALITY of emergency centers of Khorramabad city by use of SERVQUAL MODEL in 2012.Materials and Methods: This analytic-descriptive research was carried out on 400 people receiving services of Khorramabad emergency centers, selected using continuous sampling method. Data was gathered using standard SERVQUAL questionnaire and then analyzed by SPSS software, descriptive and inferential statistics such as Kruskal-wallis, paired T test And ANOVA.Results: The results showed that there was negative gap of QUALITY in all five dimensions of services (sensible thing, guarantee and trust, responsibility, and empathy). The most QUALITY gap was in empathy aspect and the least belonged to politeness and trust, and this gap among all dimensions, exception for trust, was statistically significant. But no significant statistical relation was found between age, sex and educational level and QUALITY gap score.Conclusion: Expectation of customers in all dimensions was higher than their perceptions, and it should promote the QUALITY of all dimensions, specially empathy. It is suggested to evaluate services QUALITY in these centers and other centers periodically to promote their QUALITY of services.

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APA: Copy

TOUSHMAL, GHOLAMREZA, HAKAK, SEYYED MOHAMMAD, & HEIDARY, HESHMATOLLAH. (2015). A SURVEY OF QUALITY GAP OF KHORAMABAD MEDICAL EMERGENCY SERVICES USING SERVQUAL MODEL. YAFTEH, 17(1 (63)), 78-86. SID. https://sid.ir/paper/79829/en

Vancouver: Copy

TOUSHMAL GHOLAMREZA, HAKAK SEYYED MOHAMMAD, HEIDARY HESHMATOLLAH. A SURVEY OF QUALITY GAP OF KHORAMABAD MEDICAL EMERGENCY SERVICES USING SERVQUAL MODEL. YAFTEH[Internet]. 2015;17(1 (63)):78-86. Available from: https://sid.ir/paper/79829/en

IEEE: Copy

GHOLAMREZA TOUSHMAL, SEYYED MOHAMMAD HAKAK, and HESHMATOLLAH HEIDARY, “A SURVEY OF QUALITY GAP OF KHORAMABAD MEDICAL EMERGENCY SERVICES USING SERVQUAL MODEL,” YAFTEH, vol. 17, no. 1 (63), pp. 78–86, 2015, [Online]. Available: https://sid.ir/paper/79829/en

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