Analysis of Service Quality Gap between Perceptions and Expectations of Service Recipients using SERVQUAL Approach in Selected Hospitals in Golestan Province

نویسندگان

  • Hoseini Rostami, Fatemeh Sari branch, Islamic Azad University, Sari, Iran
  • Mahmoudi, gharaman Sari branch, Islamic Azad University, Sari, Iran
چکیده مقاله:

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 &le; 0.05. Results: The most expectation of hospital services quality was related to reliability dimension (31.60 &plusmn; 4.00), while the lowest perception was about responsiveness aspect (13.36 &plusmn; 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&le;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.

برای دانلود باید عضویت طلایی داشته باشید

برای دانلود متن کامل این مقاله و بیش از 32 میلیون مقاله دیگر ابتدا ثبت نام کنید

اگر عضو سایت هستید لطفا وارد حساب کاربری خود شوید

منابع مشابه

Investigation of the Gap between Patients’ Perceptions and Expectations of Hospital Service Quality

Background: Health care services are  costly and complex and provide facilities that significantly affect the economy and quality of life of individuals. In this study, we aimed to determine the gap between patients’ expectations and perceptions of hospital service quality to provide reference data for creating strategies to improve health care quality.  Method: In this descriptive cross-secti...

متن کامل

Analysis of Gap in Service Quality in Drug Addiction Treatment Centers of ‎Kerman, Iran, Using SERVQUAL Model

Background: Treatment of drug addicts is one of the main strategies of drug control in Iran. Client satisfaction strongly influences the success of any treatment program. This study aimed to explore the difference between customer expectations and perceptions in drug addiction treatment centers of Kerman, Iran, using SERVQUAL model. Methods: Using a cross-sectional design 260 clients referring ...

متن کامل

Relationship Between Musculoskeletal Disorders and Quality of Life in Employees of Selected Hospitals in Golestan Province

Background and Objectives: Musculoskeletal disorders is a working environmental damage that affects staff’s quality of life; in addition to high costs, it reduces physical, mental and social heath, and thus reduces the efficiency of staff. This study aimed to investigate the relation between musculoskeletal disorders and quality of life in selected hospital’s staff. Methods: In this descriptiv...

متن کامل

A Comparison of Service Quality in Teaching and Non-teaching Hospitals: The Gap Analysis

Introduction: Service quality is a judgment that the customer compares his/her expectations by this judgment, with the perception of the received services. The purpose of this study was to compare service quality in teaching hospitals with non-teaching hospitals in Kerman city. Methods: This cross-sectional study has been done on 166 hospitalized patients...

متن کامل

Patients' Expectations and Perceptions of Service Quality in the Selected Hospitals.

BACKGROUND Hospital's success depends on patients' expectations, perceptions, and judgment on the quality of services provided by hospitals. This study was conducted to assess the patients' perceptions and expectations from the quality of inpatient health care in Vali-Asr hospital, Ghaemshahr, and Imam Khomeini and Shafa Hospitals, Sari. MATERIALS AND METHODS This study is applied regarding t...

متن کامل

Service quality in Iranian hospitals: A systematic review and meta-analysis

Background: This study aimed to explore service quality in Iranian hospitals by a systematic review and meta-analysis of the existing literature. &nbsp;&nbsp; Methods: The literature search in the international (PubMed, Scopus, and the ISI) and Iranian (SID, Iranmedex, and Magiran) scientific databases was conducted to identify studies (published in English and Persian) used the service qualit...

متن کامل

منابع من

با ذخیره ی این منبع در منابع من، دسترسی به آن را برای استفاده های بعدی آسان تر کنید

ذخیره در منابع من قبلا به منابع من ذحیره شده

{@ msg_add @}


عنوان ژورنال

دوره 6  شماره None

صفحات  58- 67

تاریخ انتشار 2018-03

با دنبال کردن یک ژورنال هنگامی که شماره جدید این ژورنال منتشر می شود به شما از طریق ایمیل اطلاع داده می شود.

کلمات کلیدی

کلمات کلیدی برای این مقاله ارائه نشده است

میزبانی شده توسط پلتفرم ابری doprax.com

copyright © 2015-2023