Assessing the quality of services provided at outpatient clinics among hospitals affiliated to Tehran University of Medical Sciences based on SERVQUAL Model in 2015
Background: The quality of services is a comparison of the customer´s perspective (expectations) with what it has received. If the expectations are more than perceptions, the quality of received services is not sufficient based on customer´s view which resulted in his/her dissatisfaction. The presen...
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doaj-f905fd7e4aed4b69a83eb1cbdc0793bb2021-09-04T06:27:32ZfasTehran University of Medical Sciencesبیمارستان2008-19282228-74502017-07-01162917Assessing the quality of services provided at outpatient clinics among hospitals affiliated to Tehran University of Medical Sciences based on SERVQUAL Model in 2015Elham Haghshenas0Mohammad Arab1Abass Rahimi2Elham Movahed3 Msc. In Health care Management. Department of Health Management and Economics, School of Public Health, Tehran University of Medical Sciences, Tehran, Iran Professor, Department of Health Management and Economics, School of Public Health, Tehran University of Medical Sciences, Tehran, Iran (* Corresponding Author),Email: arabmoha@tums.ac.ir Professor, Department of Epidemiology and Biostatistics, School of Public Health, Tehran University of Medical Sciences, Tehran, Iran PhD in Health care Management, Department of Health Management and Economics, School of Public Health, Tehran University of Medical Sciences, Tehran, Iran Background: The quality of services is a comparison of the customer´s perspective (expectations) with what it has received. If the expectations are more than perceptions, the quality of received services is not sufficient based on customer´s view which resulted in his/her dissatisfaction. The present study performed with the purpose of determining the quality of provided and excepted services to outpatients among hospitals affiliated to Tehran University of Medical Sciences. Material and Methods: The present study is a descriptive- analytics and cross sectional one which has been done in 2015. The study population included all outpatients attending hospital clinics affiliated to Tehran University of Medical Sciences.The sample size was calculated 225 participants based on formula. In order to data gathering in quality of provided and expected services, a 22-items standard questionnaire of Servqual was utilized. Data analysis performed by SPSS using paired t-test, Mann-Whitney and Kruskal-Wallis tests. Results: The study findings represented that there was a negative gap in the quality of services provided. The highest gap was related to accountability (-0.97) and the lowest gap related to tangibles factors (-0.69) .Moreover, regarding to relationship between demographic variables with perceived service quality, there were significant relationship between insurance type with reliability and empathy dimensions and supplementary insurance with tangibles factors and reliability. Conclusion: Negative gap (higher expectations than perception) in all aspects of quality improvement is required in all dimensions. Especially, it is necessary to adopt some strategies in the accountability dimension. Reforming management processes, reducing waiting times and increasing employeeschr('39') motivation in order to achieve appropriate accountability are in this kind of strategies.http://jhosp.tums.ac.ir/article-1-5706-en.htmlservqualquality of servicesoutpatientclinic |
collection |
DOAJ |
language |
fas |
format |
Article |
sources |
DOAJ |
author |
Elham Haghshenas Mohammad Arab Abass Rahimi Elham Movahed |
spellingShingle |
Elham Haghshenas Mohammad Arab Abass Rahimi Elham Movahed Assessing the quality of services provided at outpatient clinics among hospitals affiliated to Tehran University of Medical Sciences based on SERVQUAL Model in 2015 بیمارستان servqual quality of services outpatient clinic |
author_facet |
Elham Haghshenas Mohammad Arab Abass Rahimi Elham Movahed |
author_sort |
Elham Haghshenas |
title |
Assessing the quality of services provided at outpatient clinics among hospitals affiliated to Tehran University of Medical Sciences based on SERVQUAL Model in 2015 |
title_short |
Assessing the quality of services provided at outpatient clinics among hospitals affiliated to Tehran University of Medical Sciences based on SERVQUAL Model in 2015 |
title_full |
Assessing the quality of services provided at outpatient clinics among hospitals affiliated to Tehran University of Medical Sciences based on SERVQUAL Model in 2015 |
title_fullStr |
Assessing the quality of services provided at outpatient clinics among hospitals affiliated to Tehran University of Medical Sciences based on SERVQUAL Model in 2015 |
title_full_unstemmed |
Assessing the quality of services provided at outpatient clinics among hospitals affiliated to Tehran University of Medical Sciences based on SERVQUAL Model in 2015 |
title_sort |
assessing the quality of services provided at outpatient clinics among hospitals affiliated to tehran university of medical sciences based on servqual model in 2015 |
publisher |
Tehran University of Medical Sciences |
series |
بیمارستان |
issn |
2008-1928 2228-7450 |
publishDate |
2017-07-01 |
description |
Background: The quality of services is a comparison of the customer´s perspective (expectations) with what it has received. If the expectations are more than perceptions, the quality of received services is not sufficient based on customer´s view which resulted in his/her dissatisfaction. The present study performed with the purpose of determining the quality of provided and excepted services to outpatients among hospitals affiliated to Tehran University of Medical Sciences.
Material and Methods: The present study is a descriptive- analytics and cross sectional one which has been done in 2015. The study population included all outpatients attending hospital clinics affiliated to Tehran University of Medical Sciences.The sample size was calculated 225 participants based on formula. In order to data gathering in quality of provided and expected services, a 22-items standard questionnaire of Servqual was utilized. Data analysis performed by SPSS using paired t-test, Mann-Whitney and Kruskal-Wallis tests.
Results: The study findings represented that there was a negative gap in the quality of services provided. The highest gap was related to accountability (-0.97) and the lowest gap related to tangibles factors (-0.69) .Moreover, regarding to relationship between demographic variables with perceived service quality, there were significant relationship between insurance type with reliability and empathy dimensions and supplementary insurance with tangibles factors and reliability.
Conclusion: Negative gap (higher expectations than perception) in all aspects of quality improvement is required in all dimensions. Especially, it is necessary to adopt some strategies in the accountability dimension. Reforming management processes, reducing waiting times and increasing employeeschr('39') motivation in order to achieve appropriate accountability are in this kind of strategies. |
topic |
servqual quality of services outpatient clinic |
url |
http://jhosp.tums.ac.ir/article-1-5706-en.html |
work_keys_str_mv |
AT elhamhaghshenas assessingthequalityofservicesprovidedatoutpatientclinicsamonghospitalsaffiliatedtotehranuniversityofmedicalsciencesbasedonservqualmodelin2015 AT mohammadarab assessingthequalityofservicesprovidedatoutpatientclinicsamonghospitalsaffiliatedtotehranuniversityofmedicalsciencesbasedonservqualmodelin2015 AT abassrahimi assessingthequalityofservicesprovidedatoutpatientclinicsamonghospitalsaffiliatedtotehranuniversityofmedicalsciencesbasedonservqualmodelin2015 AT elhammovahed assessingthequalityofservicesprovidedatoutpatientclinicsamonghospitalsaffiliatedtotehranuniversityofmedicalsciencesbasedonservqualmodelin2015 |
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