ارزیابی کیفیت خدمات پرستاری از دیدگاه بیماران با استفاده از رویکرد ترکیبی مدل کانو و سروکوال

Introduction: The Kano model is a proper technique for classification of needs that can be strategic guidelines for improve of nursing quality which measured by SERVQUAL model. So this study is analyzed the current and expected needs and perceptions of patients from quality of nursing care in line with the strategic focus of analysis methods and quality improvement. Materials and Methods: This was a cross-sectional study by the sample size of 196 subjects which selected by stratified random method. Data collection tools was SERVQUAL questionnaire and Kano for determine the needs. Collected data were analyzed by ANOVA, T-test and Pierson statistical tests. Results: Having enough and update knowledge, new and innovative way of nursing services and adornment nurses were attractive needs that are required by the method of Kano and other components are essential needs. Average of patient's expected situation in attractive dimensions (17.3) was significantly less than necessary need (98/3) (P-value = 0.006). The greatest gap of five quality components was responsibility (-0.7) and the smallest gap was in the Tangible (-0.22). Conclusion: Applying strategies for improving the quality of nursing services, with priority-based quality component, can afford to achieve more effectiveness. Ability to Assurance of service was one of the essential need so required to more attention so it is necessary to raise the level of communication skills in nurses.