Halimeh Salarnia, Halimeh Salarnia,
Volume 24, Issue 3 (12-2025)
Abstract
Background and purpose: Hospital service quality plays a vital role in patient and caregiver satisfaction, and accreditation standards have emerged as a tool to improve quality and patient safety. This study aimed to examine the relationship between the implementation of accreditation standards and perceived service quality from the perspective of patient caregivers at Taleghani Pediatric Hospital, Gorgan, in 2024.
Methods: This descriptive-analytical study was conducted in 2024. The study population included companions of hospitalized patients in various wards of Taleghani Pediatric Hospital, Gorgan. A stratified random sampling method was used, and a total of 250 participants were selected. Data were collected using the SERVQUAL questionnaire and the official hospital accreditation checklist. Descriptive and analytical analyses, including percentages, means, standard deviations, paired t-tests, ANOVA, Pearson correlation, and multiple regression, were performed using SPSS software.
Results: The mean perceived service quality was 3.87 ± 0.98, indicating a negative gap compared to expected quality (4.53 ± 0.56, p < 0.001). The overall implementation rate of patient-centered accreditation standards was 84%. Regression analysis showed that all dimensions of accreditation standards were significantly associated with perceived service quality. The model’s coefficient of determination (R²) was 0.593.
Conclusion: Implementation of accreditation standards in patient-centered and clinical care areas is associated with hospital service quality. However, gaps in empathy and assurance highlight the importance of human and interpersonal factors. Therefore, improving hospital service quality requires simultaneous attention to both standards and professional staff behavior.
