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EVALUATION OF SERVICES QUALITY BASED ON THE PATIENTS' EXPECTATIONS AND PERCEPTIONS IN ZANJANHOSPITALS

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Author(s): Mohammadi A. | Eftekhar Ardebffi H. | Akbari Haghighi F. | Mahmoudi M. | Poorreza A.

Journal: Journal of School of Public Health and Institute of Public Health Research
ISSN 1735-7586

Volume: 2;
Issue: 2;
Start page: 71;
Date: 2004;
Original page

Keywords: Service quality (SQ) | SERVQUAL | expectations | perceptions

ABSTRACT
Measuring of service quality is the basic prerequisite for improving quality. Patients' expectations and perceptions of service quality play an important role in the choice of hospital, loyalty to organization and behavioral intention. A first step towards improvement would be to determine areas of quality that are most defective. Studies show that consumers are in close contact with service providers, and they are involved in the service process. Therefore, this group can measure services quality better than any other group. This study was conducted to measure service quality based on patients' expectations and perceptions in Zanjan hospitals."nThe cross-sectional design was used in this research. For data collection, SERVQUAL questionnaire was employed. To ensure the reliability of the questionnaire, the internal consistency reliability test (Cronbach alpha) was performed."nFindings: Cronbach alpha for service quality was .94. Results show that the assurance (knowledge, experience and ability to maintain patients' confidence and trust) was rated as the most important dimension. (SQ mean = -1.3). There were differences between patients' expectations and perceptions in all the dimensions."nthe assurance dimension constitutes the most serious problem facing hospitals. It is recommended that physicians thoroughly explain the disease condition to patients, and that patients should be treated with dignity and respect.

Tango Jona
Tangokurs Rapperswil-Jona

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