Using the Service Quality Gap\'s Model ( SERVQUAL) in Imam Khomeini Teaching Hospital: 2012

• Main Authors: H Abolghasem Gorji, SM Tabatabaei, A Akbari, S Sarkhosh, S Khorasan
• Format: Article
• Language: fas
• Published: Iran University of Medical Sciences 2013-04-01
• Series: مدیریت سلامت
• Subjects: hospital; Services Quality; Patient Expectations; Patient Perceptions; SERVQUAL
• Online Access: http://jha.iums.ac.ir/article-1-1076-en.html
• ISSN: 2008-1200; 2008-1219

Introduction: quality of services provided to patients Is prominent in hospitals as a large and complex service organization and the most important service units within the health system, Patients can determine the quality of services provided. The aim of this study is assessment of service quality gaps in educational and therapeutic Imam Khomeini Complex in Tehran, by using the difference between patients' perceptions and expectations from Services and then analysis and discussion of findings.   Methods: Reviews of 116 patients admitted in educational and therapeutic Imam Khomeini Complex in Tehran, were examined by using the six-dimensional SERVQUAL model in a cross-sectional method. Validity and reliability were confirmed by researchers. Samples were estimated using the Cochrane statistical formula and the data were analyzed Using an independent t-test, correlation test and ANOVA.   Results: There was a negative gap in all dimensions of The quality of services provided. The most gap was figured (-2.55) in the access dimension and the lowest gap (-0.697) was in assurance dimension. Also, none of the variables, including gender, marital status, insurance, visit frequency, age and education, was obtained significant relationship with service quality gap (Pvalue>0.05).   Conclusion: In any dimension, expectations of patients are not being met and can, by affecting on each side of expectations' or perceptions' dimensions affect on the other side, except in the access dimension. In general, there is much opportunity for improvement in the quality of services at this center.