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:: Volume 20, Issue 2 (4-2018) ::
koomesh 2018, 20(2): 221-227 Back to browse issues page
The gap between the service quality and patients’ expectations in Amir-al-momenin hospital of Semnan University of Medical Sciences in 2016, Semnan, Iran
Abbas Ziari , Farzaneh Binaei , Masoumeh Ansari , Ali Valinejadi *
Abstract:   (1042 Views)
Introduction: Since understanding patients' expectations is necessary for improving service quality, this study aimed to assess and determine the gap between hospital services quality and patients' expectations in Amir-al-momenin Hospital of Semnan University of Medical Sciences based on the SERVQUAL model in 2016.
Materials and Methods: This cross-sectional study with simple random sampling method conducted on 321 persons in two wards; obstetrics and gynecology (151 persons) and pediatrics (170 persons) in Amir-al-momenin Hospital in Semnan (Iran), using “SERVQUAL” standard questionnaire in 2016.
Results: Results showed “expectations” and “perceptions” scores were “low “ and “relatively low” respectively. The "loyalty" of patients was “relatively low” and the gap between patients' perceptions and expectations, and in other words, "patients’ satisfaction", was ” very low”.
Conclusion: Very little difference between the patients' perceptions and their expectations in all determinants of the quality of services delivery indicates “very low” satisfaction of patients, so quality improvement in all aspects of service delivery seems necessary.
Keywords: Service Quality, Expectations, Perceptions, SERVQUAL, Hospital
Full-Text [PDF 743 kb]   (150 Downloads)    
Type of Study: Research | Subject: General
Received: 2017/07/25 | Accepted: 2017/12/31 | Published: 2018/03/14
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Ziari A, binaei F, Ansari M, Valinejadi A. The gap between the service quality and patients’ expectations in Amir-al-momenin hospital of Semnan University of Medical Sciences in 2016, Semnan, Iran. koomesh. 2018; 20 (2) :221-227
URL: http://koomeshjournal.semums.ac.ir/article-1-4161-en.html


Volume 20, Issue 2 (4-2018) Back to browse issues page
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