Analysis of Service Quality Gap between Perceptions and Expectations of Service Recipients using SERVQUAL Approach in Selected Hospitals in Golestan Province
Background and purpose: Services quality is an important factor of satisfaction, as well as a remarkable tool for marketing to achieve the competitive differentiation and promotion of customer's loyalty. The present study was aimed to analyze the quality gap using SERVQUAL approach at selected...
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Mazandaran University of Medical Sciences
2018-03-01
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doaj-dec1e2c67427476f93a77bbedb50b1cc2020-11-25T01:11:33ZengMazandaran University of Medical Sciencesعلوم بهداشتی ایران2322-553X2322-47972018-03-01615867Analysis of Service Quality Gap between Perceptions and Expectations of Service Recipients using SERVQUAL Approach in Selected Hospitals in Golestan ProvinceFatemeh Hoseini Rostami0Mohammad Ali Jahani1gharaman Mahmoudi2 Sari branch, Islamic Azad University, Sari, Iran Faculty of Medicine, Babol University of Medical Sciences, Iran Sari branch, Islamic Azad University, Sari, Iran Background and purpose: Services quality is an important factor of satisfaction, as well as a remarkable tool for marketing to achieve the competitive differentiation and promotion of customer's loyalty. The present study was aimed to analyze the quality gap using SERVQUAL approach at selected hospitals in Golestan Province at the year 2015. Materials and Methods: A cross-sectional survey was conducted on 361 patients of selected hospitals of Golestan Province. To determine sample size, Cochran's sample size formula was utilized. Also, to collect the data, SERVQUAL questionnaire was used. The collected data was analyzed through SPSS Software (version 18), and running statistical tests including paired t-test and Pearson correlation. The level of significance was also considered to be ≤ 0.05. Results: The most expectation of hospital services quality was related to reliability dimension (31.60 ± 4.00), while the lowest perception was about responsiveness aspect (13.36 ± 5.74). The greatest gap between perceptions and expectances was in the reliability dimension (-4.54), which was significant (P<0.001). In terms of responsiveness dimension, there was a significant correlation between perceptions and expectances (r = 0.174, P≤0.001). Conclusions: The largest gap between perceptions and expectances was about reliability and tangibles dimensions that can likely be reduced by the staff appearance, physical environment, and utilization of suitable equipment and assurance to patients.http://jhs.mazums.ac.ir/browse.php?a_code=A-10-579-2&slc_lang=en&sid=1Services Quality SERVQUAL Hospital Gap Analysis |
collection |
DOAJ |
language |
English |
format |
Article |
sources |
DOAJ |
author |
Fatemeh Hoseini Rostami Mohammad Ali Jahani gharaman Mahmoudi |
spellingShingle |
Fatemeh Hoseini Rostami Mohammad Ali Jahani gharaman Mahmoudi Analysis of Service Quality Gap between Perceptions and Expectations of Service Recipients using SERVQUAL Approach in Selected Hospitals in Golestan Province علوم بهداشتی ایران Services Quality SERVQUAL Hospital Gap Analysis |
author_facet |
Fatemeh Hoseini Rostami Mohammad Ali Jahani gharaman Mahmoudi |
author_sort |
Fatemeh Hoseini Rostami |
title |
Analysis of Service Quality Gap between Perceptions and Expectations of Service Recipients using SERVQUAL Approach in Selected Hospitals in Golestan Province |
title_short |
Analysis of Service Quality Gap between Perceptions and Expectations of Service Recipients using SERVQUAL Approach in Selected Hospitals in Golestan Province |
title_full |
Analysis of Service Quality Gap between Perceptions and Expectations of Service Recipients using SERVQUAL Approach in Selected Hospitals in Golestan Province |
title_fullStr |
Analysis of Service Quality Gap between Perceptions and Expectations of Service Recipients using SERVQUAL Approach in Selected Hospitals in Golestan Province |
title_full_unstemmed |
Analysis of Service Quality Gap between Perceptions and Expectations of Service Recipients using SERVQUAL Approach in Selected Hospitals in Golestan Province |
title_sort |
analysis of service quality gap between perceptions and expectations of service recipients using servqual approach in selected hospitals in golestan province |
publisher |
Mazandaran University of Medical Sciences |
series |
علوم بهداشتی ایران |
issn |
2322-553X 2322-4797 |
publishDate |
2018-03-01 |
description |
Background and purpose: Services quality is an important factor of satisfaction, as well as a remarkable tool for marketing to achieve the competitive differentiation and promotion of customer's loyalty. The present study was aimed to analyze the quality gap using SERVQUAL approach at selected hospitals in Golestan Province at the year 2015.
Materials and Methods: A cross-sectional survey was conducted on 361 patients of selected hospitals of Golestan Province. To determine sample size, Cochran's sample size formula was utilized. Also, to collect the data, SERVQUAL questionnaire was used. The collected data was analyzed through SPSS Software (version 18), and running statistical tests including paired t-test and Pearson correlation. The level of significance was also considered to be ≤ 0.05.
Results: The most expectation of hospital services quality was related to reliability dimension (31.60 ± 4.00), while the lowest perception was about responsiveness aspect (13.36 ± 5.74). The greatest gap between perceptions and expectances was in the reliability dimension (-4.54), which was significant (P<0.001). In terms of responsiveness dimension, there was a significant correlation between perceptions and expectances (r = 0.174, P≤0.001).
Conclusions: The largest gap between perceptions and expectances was about reliability and tangibles dimensions that can likely be reduced by the staff appearance, physical environment, and utilization of suitable equipment and assurance to patients. |
topic |
Services Quality SERVQUAL Hospital Gap Analysis |
url |
http://jhs.mazums.ac.ir/browse.php?a_code=A-10-579-2&slc_lang=en&sid=1 |
work_keys_str_mv |
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