A survey of quality gap of Khoramabad medical emergency services using SERVQUAL model
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...
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Lorestan University of Medical Science
2015-05-01
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doaj-5c7e440588734d708c9b3e21f1f3ff5b2020-11-25T01:22:13ZfasLorestan University of Medical ScienceYafteh1563-07732015-05-011717886A survey of quality gap of Khoramabad medical emergency services using SERVQUAL modelgholamreza Toushmal0mohammad Hakak1heshmatollah Heidary2 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.http://yafte.lums.ac.ir/browse.php?a_code=A-10-1-485&slc_lang=en&sid=1Quality Services quality gap SERVQUAL model Medical emergency system. |
collection |
DOAJ |
language |
fas |
format |
Article |
sources |
DOAJ |
author |
gholamreza Toushmal mohammad Hakak heshmatollah Heidary |
spellingShingle |
gholamreza Toushmal mohammad Hakak heshmatollah Heidary A survey of quality gap of Khoramabad medical emergency services using SERVQUAL model Yafteh Quality Services quality gap SERVQUAL model Medical emergency system. |
author_facet |
gholamreza Toushmal mohammad Hakak heshmatollah Heidary |
author_sort |
gholamreza Toushmal |
title |
A survey of quality gap of Khoramabad medical emergency services using SERVQUAL model |
title_short |
A survey of quality gap of Khoramabad medical emergency services using SERVQUAL model |
title_full |
A survey of quality gap of Khoramabad medical emergency services using SERVQUAL model |
title_fullStr |
A survey of quality gap of Khoramabad medical emergency services using SERVQUAL model |
title_full_unstemmed |
A survey of quality gap of Khoramabad medical emergency services using SERVQUAL model |
title_sort |
survey of quality gap of khoramabad medical emergency services using servqual model |
publisher |
Lorestan University of Medical Science |
series |
Yafteh |
issn |
1563-0773 |
publishDate |
2015-05-01 |
description |
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. |
topic |
Quality Services quality gap SERVQUAL model Medical emergency system. |
url |
http://yafte.lums.ac.ir/browse.php?a_code=A-10-1-485&slc_lang=en&sid=1 |
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