Quality Assessment in an Occupational Health Setting Using SERVQUAL Instrument
Introduction: Good service quality is the company's ability to meet or exceed customer expectations or the degree of discrepancy between customer expectations and perceptions about the quality of offered service. This study was aimed to examine the quality gap of occupational health servic...
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Tehran University of Medical Sciences
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doaj-358ec92cc84a42c0b5ab0eeb6f2f1c0c2020-12-07T08:38:55ZengTehran University of Medical SciencesInternational Journal of Occupational Hygiene2008-51092008-54352016-03-0181Quality Assessment in an Occupational Health Setting Using SERVQUAL InstrumentMOHAMMAD JAVAD ZARE SAKHVIDI0AHMAD ZOLFAGHARI1AMIR HOUSHANG MEHRPARVAR2FARIBA ZARE SAKHVIDI3MOHAMMAD AMIN BAHRAMI4RAZIEH MONTAZEROLFARAJ5MEHRDAD MOSTAGHACI6Department of Occupational Health Engineering, Shahid Sadoughi University of Medical Sciences, Yazd, IranDepartment of Occupational Health Engineering, Shahid Sadoughi University of Medical Sciences, Yazd, IranDepartment of Occupational Medicine, Shahid Sadoughi University of Medical Sciences, Yazd, IranDepartment of Occupational Health Engineering, Shahid Sadoughi University of Medical Sciences, Yazd, IranDepartment of Health Care Management, Shahid Sadoughi University of Medical Sciences, Yazd, IranDepartment of Health Care Management, Shahid Sadoughi University of Medical Sciences, Yazd, IranDepartment of Occupational Medicine, Isfahan University of Medical Sciences, Isfahan, Iran Introduction: Good service quality is the company's ability to meet or exceed customer expectations or the degree of discrepancy between customer expectations and perceptions about the quality of offered service. This study was aimed to examine the quality gap of occupational health services in an oil & gas company of Iran. Method: This cross-sectional study was done between March 2013 and April 2014 in Isfahan, Iran. The required data was gathered using a modified SERVQUAL instrument. A total of 194 respondents contributed in the study. Data analysis was done through SPSS. Discussion: The results revealed a negative quality gap in SERVQUAL and its all five dimensions the highest and the least gap was observed in empathy and reliability dimensions, respectively. Also, the highest average gap between workers’ perceptions and expectations was seen in the empathy dimension (-5.60), followed by tangibles (-5.58), assurance (-5.44), responsiveness (-5.33) and reliability (-4.65). Also, statistical differences between expectation and perception of employees were confirmed for SERVQUAL and its dimensions (P<0.001). Result: The results revealed the areas in which the studied company falls far from meeting employees’ expectations. Therefore, they establish the areas in which prompt quality improvements are needed. Therefore, our findings can be used as a basis for quality planning and designing of organizational initiatives to strengthen the quality of occupational health setting. Quality improvement initiatives should be taken across all five dimensions of SERVQUAL. https://ijoh.tums.ac.ir/index.php/ijoh/article/view/156SERVQUALQuality GapCustomer SatisfactionOccupational Health Services |
collection |
DOAJ |
language |
English |
format |
Article |
sources |
DOAJ |
author |
MOHAMMAD JAVAD ZARE SAKHVIDI AHMAD ZOLFAGHARI AMIR HOUSHANG MEHRPARVAR FARIBA ZARE SAKHVIDI MOHAMMAD AMIN BAHRAMI RAZIEH MONTAZEROLFARAJ MEHRDAD MOSTAGHACI |
spellingShingle |
MOHAMMAD JAVAD ZARE SAKHVIDI AHMAD ZOLFAGHARI AMIR HOUSHANG MEHRPARVAR FARIBA ZARE SAKHVIDI MOHAMMAD AMIN BAHRAMI RAZIEH MONTAZEROLFARAJ MEHRDAD MOSTAGHACI Quality Assessment in an Occupational Health Setting Using SERVQUAL Instrument International Journal of Occupational Hygiene SERVQUAL Quality Gap Customer Satisfaction Occupational Health Services |
author_facet |
MOHAMMAD JAVAD ZARE SAKHVIDI AHMAD ZOLFAGHARI AMIR HOUSHANG MEHRPARVAR FARIBA ZARE SAKHVIDI MOHAMMAD AMIN BAHRAMI RAZIEH MONTAZEROLFARAJ MEHRDAD MOSTAGHACI |
author_sort |
MOHAMMAD JAVAD ZARE SAKHVIDI |
title |
Quality Assessment in an Occupational Health Setting Using SERVQUAL Instrument |
title_short |
Quality Assessment in an Occupational Health Setting Using SERVQUAL Instrument |
title_full |
Quality Assessment in an Occupational Health Setting Using SERVQUAL Instrument |
title_fullStr |
Quality Assessment in an Occupational Health Setting Using SERVQUAL Instrument |
title_full_unstemmed |
Quality Assessment in an Occupational Health Setting Using SERVQUAL Instrument |
title_sort |
quality assessment in an occupational health setting using servqual instrument |
publisher |
Tehran University of Medical Sciences |
series |
International Journal of Occupational Hygiene |
issn |
2008-5109 2008-5435 |
publishDate |
2016-03-01 |
description |
Introduction: Good service quality is the company's ability to meet or exceed customer expectations or the degree of discrepancy between customer expectations and perceptions about the quality of offered service. This study was aimed to examine the quality gap of occupational health services in an oil & gas company of Iran.
Method: This cross-sectional study was done between March 2013 and April 2014 in Isfahan, Iran. The required data was gathered using a modified SERVQUAL instrument. A total of 194 respondents contributed in the study. Data analysis was done through SPSS.
Discussion: The results revealed a negative quality gap in SERVQUAL and its all five dimensions the highest and the least gap was observed in empathy and reliability dimensions, respectively. Also, the highest average gap between workers’ perceptions and expectations was seen in the empathy dimension (-5.60), followed by tangibles (-5.58), assurance (-5.44), responsiveness (-5.33) and reliability (-4.65). Also, statistical differences between expectation and perception of employees were confirmed for SERVQUAL and its dimensions (P<0.001).
Result: The results revealed the areas in which the studied company falls far from meeting employees’ expectations. Therefore, they establish the areas in which prompt quality improvements are needed. Therefore, our findings can be used as a basis for quality planning and designing of organizational initiatives to strengthen the quality of occupational health setting. Quality improvement initiatives should be taken across all five dimensions of SERVQUAL.
|
topic |
SERVQUAL Quality Gap Customer Satisfaction Occupational Health Services |
url |
https://ijoh.tums.ac.ir/index.php/ijoh/article/view/156 |
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