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...

Full description

Bibliographic Details
Main Authors: MOHAMMAD JAVAD ZARE SAKHVIDI, AHMAD ZOLFAGHARI, AMIR HOUSHANG MEHRPARVAR, FARIBA ZARE SAKHVIDI, MOHAMMAD AMIN BAHRAMI, RAZIEH MONTAZEROLFARAJ, MEHRDAD MOSTAGHACI
Format: Article
Language:English
Published: Tehran University of Medical Sciences 2016-03-01
Series:International Journal of Occupational Hygiene
Subjects:
Online Access:https://ijoh.tums.ac.ir/index.php/ijoh/article/view/156
id doaj-358ec92cc84a42c0b5ab0eeb6f2f1c0c
record_format Article
spelling 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
work_keys_str_mv AT mohammadjavadzaresakhvidi qualityassessmentinanoccupationalhealthsettingusingservqualinstrument
AT ahmadzolfaghari qualityassessmentinanoccupationalhealthsettingusingservqualinstrument
AT amirhoushangmehrparvar qualityassessmentinanoccupationalhealthsettingusingservqualinstrument
AT faribazaresakhvidi qualityassessmentinanoccupationalhealthsettingusingservqualinstrument
AT mohammadaminbahrami qualityassessmentinanoccupationalhealthsettingusingservqualinstrument
AT raziehmontazerolfaraj qualityassessmentinanoccupationalhealthsettingusingservqualinstrument
AT mehrdadmostaghaci qualityassessmentinanoccupationalhealthsettingusingservqualinstrument
_version_ 1724397691583070208