Showing 8 results for Service Quality
Seyed Jamaloddin Tabibi, Mohmod Reza Gohari, Somayeh Shahri, Sara Aghababa,
Volume 5, Issue 4 (1-2012)
Abstract
Background and Aim: The provision of high-quality services is considered as a prerequisite to the success of responsible organizations. Using SERVQUAL model, the present article seeks to delve into the quality of services provided in outpatient clinics as judged by patients in case-study hospitals throughout Tehran.
Materials and Methods: This is a cross-sectional descriptive research in which 242 subjects were studied at the outpatient clinics under investigation throughout Tehran using a standardized questionnaire named SERVQUAL (1988).
Results: The results of a t-test revealed a meaningful difference between the patients' perception and their expectation about 5 factors (tangible elements, reliability, assurance, accountability and collaboration) affecting the quality of services in clinics. The patients rated ‘assurance' as the most important factor (4.41) and ‘accountability' as the least important of the 5 factors (2.21).
Conclusion: The results indicate that the application of SERVQUAL model enables hospital managers to evaluate the quality of services as evaluated by patients as their most important clients and enhance the quality of such services through proper planning and removal of deficiencies.
Ehsan Zarei, Seyed Mahmud Ghazi Tabatabai, Abbas Rahimi Forushani, Arash Rashidiyan, Mohammad Arab,
Volume 5, Issue 4 (1-2012)
Abstract
Background and Aim: Over the past decade, the number of private centers providing health care services in Iran has had a continuous growth and the highly competitive market in private hospitals industry has caused increasing pressure on them to provide services with a higher quality. The purpose of this study was to assess the quality of services being provided in private hospitals of Tehran as judged by patients.
Materials and Methods: This cross-sectional study was conducted in 2010 in Tehran. The study sample comprised 983 patients, randomly selected from 8 private hospitals. The survey instrument was the standard SERVQUAL questionnaire. Wilcoxon, t-test, and Kruskal-Wallis tests were used for statistical analyses.
Results: The total mean scores of patients' expectation and perception were 4.92 and 4.02, respectively. The highest figures were related to the tangible factors dimension and the lowest ones to the empathy dimension. The differences between the perception and expectation for all the 22 items and the 5 dimensions were found to be statistically significant(p< 0.001).
Conclusion: SERVQUAL is valid and reliable in hospital settings as a standard tool for the assessment of quality. The results of the present study have revealed the areas that need to be improved as far as the patients are concerned. Measuring the opinion of patients can help facilitate the provision of hospital services, and improve the quality of such services and patients' satisfaction.
Seyed Jamalodin Tabibi, Mahmud Reza Gohari, Mohammad Sabahi Bidgoli, Somayeh Shahri,
Volume 6, Issue 3 (9-2012)
Abstract
Background and Aim: The present case study aims to investigate the impact of service quality on patients' loyalty to the services rendered in outpatient clinics of the studied hospitals throughout Tehran.
Materials and Methods: This is a descriptive-analytical survey in which 242 outpatients referring to the studied hospital clinics in Tehran. For data collection purposes, the standardized SERVQUAL questionnaire(1988) and for the measurement of loyalty for service quality, the standard questionnaire for customer's behavioral tendencies(Zitamel and Berry, 1996) were used. Regarding the validity of the questionnaire, its content validity was confirmed and its reliability was approved through test-retest method and Cronbach's alpha coefficient. For data analysis, Pearson correlation test was employed.
Results: The results revealed that there was a positive and meaningful relationship between the quality of services and the patients' loyalty in Tehran clinics. The most important aspect of loyalty was complaining behavior.
Conclusion: Hospital managers should enhance their understanding and awareness to maintain, and even improve, the patients' loyalty to their services and should do their best in this regard. Hospital employees should be aware of the patients' expectations and act beyond it. Finally, they should know that rendering services to patients is teamwork and that the key to providing patients with good services lies in their satisfaction with the quality of services they receive.
Jamalodin Kaboutari, Behzad Shoghi , Fatemeh Mastri Farahani ,
Volume 7, Issue 6 (3-2014)
Abstract
Background and
Aim: The purpose of the present
study was to assess and prioritize the factors affecting the quality of
services of pharmacies in Bushehr using Kano model and TOPSIS method and to
provide practical strategies for quality improvement in the current situation.
Materials and
Methods: This Study was practical and descriptive. The samples contained
the pharmacies customers and visitors in 1390 and the data were obtained using
questionnaires measuring the quality of service and standard (Kano). Finally,
the indicators were prioritized by applying the technique of group
decision-making (TOPSIS).
Results:
According to the TOPSIS prioritization, Uni-dimensional
requirements (10 requirements), basic requirements (6 requirements), attractive
requirements (8 requirements), and finally, requirements of indifference (3
requirements) had the greatest impact on improving the quality of services in
pharmacies in Bushehr, respectively, based on the Kano model.
Conclusion: Strong and
positive correlation among the indices of the quality of services in the
pharmacies and customer’s satisfaction was observed, Planning to improve the
services would lead to satisfaction improvement.
Alireza Soloukdar , Amir Ashkan Nasiripour, Shaghayegh Shafie Sabet,
Volume 10, Issue 6 (3-2017)
Abstract
Background and Aim: Growing the number of private institutions offering health care and fierce competitive market conditions in the private hospitals industry cause to pressure these hospitals to provide high-quality services. The purpose of this study was to examine the effect of service quality on patient satisfaction in private hospitals of the Guilan province.
Materials and Methods: Based on standard model of Büyüközkan et al (2011) a new dimension professionalism to SERVQUAL model was added that has used six dimensions including tangibles, reliability, responsiveness, assurance, empathy and professionalism as the dimensions of service quality. The number of samples was 360 patients hospitalized in four private hospitals and a standard questionnaire was used to assess the quality of services. Pearson Correlation Coefficient and Simple and Multiple Linear Regression was used to analyze the data and then by using ANOVA and Duncan’s and by Fuzzy Analytical Hierarchy Process technique, ranking of private hospitals was performed.
Results: Four dimensions: tangibles, responsiveness, empathy and professionalism on patient satisfaction have been found to be effective while Components of trust and assurance in private hospitals of the Guilan province had no significance effect.
Conclusion: Based on the effects of service quality dimensions except trust and assurance recommend that hospitals can increase patient satisfaction if they pay special attention to patient in empathy, updating facilities and technology in tangibles, fast response to patient in responsiveness, employing professional and skilled human resources in professionalism dimensions.
Davood Feiz, Amin Kohyari Haghighat , Koorosh Kohyari Haghighat ,
Volume 11, Issue 3 (7-2017)
Abstract
Background and Aim: In recent years, the growing importance of health care has led to a focus on improving the quality of services, and healthcare centers have paid attention to it as a strategic competitive advantage. The aim of this study was to investigate the role of improving the quality of services in the promotion of brand performance in healthcare industry.
Materials and Methods: In this study, 392 patients of Tehran hospitals were selected through cluster sampling. Structural Equation Modeling (SEM) and Confirmatory Factor Analysis (CFA) were used for data analysis. Also, to compare public and private hospitals, independent samples t-test was used.
Results: Research findings indicate that the desirable quality of services has a significant positive effect on brand equity; and brand equity has a meaningful effect on brand preference, repurchasing and brand performance. Moreover, brand preference has a significant effect on brand performance and the decision to repeat purchasing. In the end, the meaningful effect of repurchasing decision on brand performance in healthcare industry was confirmed.
Conclusion: According to the results, it can be stated that considering healthcare improvement plans, hospitals can enhance their brand among many healthcare centers. This entails both the promotion of community’s health and the increase of profitability.
Fereydoon Azadeh, Seyed Javad Ghazi Mirsaeid, Nadia Motamedi, Mohammad Zarei,
Volume 12, Issue 1 (5-2018)
Abstract
Background and Aim: Ranking of hospital libraries based on standard criteria and taking pattern of top libraries would improve the quality of library services. The purpose of this study was to rate hospital libraries based on LibQual criteria and Vikor model.
Materials and Methods: This study was conducted in a survey method. The statistical population was 3850 actual users of the library of 8 governmental hospitals (with capacities up to 320 beds) in Tehran in 2016. To achieve the goals, The LibQual questionnaire and AHP technique were used. The validity of both questionnaires has been confirmed in various studies. Cronbach's alpha coefficient greater than 70 percent For LibQual questionnaire and inconsistency rates less than one percent for Vikor questionnaire confirm the reliabilities. Data analysis was performed using the expert choice software. Ranking were done using the Vikor technique.
Results: According to three main dimensions for LibQual, "library as a place" weighing 0.379 was the first preference, and "quiet space for individual activities" weighing 0.364 was the first in this dimension too. The dimension of "information control" weighs in 0.318 at the second, and "service impact" weighs 0.303 was in the third grade. In the ranking based on the Vikor criteria, the Library of Firoozgar hospital was in the first place.
Conclusion: The library of Firoozgar hospital in Iran university of medical sciences was the forefront and could be an exemplar for the other libraries.
Mohammad Arab, Ebrahim Jaafari Pooyan, Abbas Rahimi Forushani, Azam Sadat Rivandi,
Volume 12, Issue 2 (7-2018)
Abstract
Background and Aim: The quality of healthcare services is determinant in patients’ improvement process, upgrading their satisfaction, ranking healthcare centers, and preventing patients’ repeated referrals leading to more costs for healthcare centers and insurance companies. The purpose of this study was to evaluate the quality of services -- from the perspective of patients -- given by the laboratories having contract with Iran Health Insurance Organization (IHIO).
Materials and Methods: In this cross-sectional study, the opinions of 302 patients having referred to the laboratories in contract with IHIO in Tehran were surveyed with a researcher-developed questionnaire. Descriptive and inferential statistical tests were used to analyze and report the results.
Results: The sample included 43.5% males and 56.5% females. Most of the participants were married (71/3%). Based on the results, the patients' perception of the quality of laboratory services was 78%. Their expectation of services was 85%. The gap between perception and expectation of clients in all dimensions was statistically significant (p<0/001).
Conclusion: The gap between clients’ perception and expectation in all dimensions suggests that there is some room for improving the quality of laboratory services. The results of this assessment can surely affect the way IHIO treats with laboratories in terms of extending contracts and strategic purchase of services from these centers. In addition, patients' opinions will be important in improving the quality of services.
