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

Nadi, Aliasghar; Shojaee, Jalil; Abedi, Ghasem; Siamian, Hasan; Abedini, Ehsan; Rostami, Fatemeh

doi:10.5455/medarh.2016.70.135-139

Cited by 52 publications

(59 citation statements)

References 6 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…In a study by Gorji, negative gaps were observed in quality of health services between customers' perceptions and expectations (35), Which was not in accordance with the findings of this study. Inconsistent with the current survey, Nadi et al found that the greatest and lowest gaps were accordingly associated with assurance and reliability dimensions (36). In this survey, there was observed no gap between responsiveness and empathy dimensions.…”

Section: Discussioncontrasting

confidence: 62%

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

2018

View full text Add to dashboard Cite

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

show abstract

Section: Discussioncontrasting

confidence: 62%

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

2018

View full text Add to dashboard Cite

show abstract

“…The highest number (37.9%) of students studied in nursing and the lowest (8.4%) in medical emergency. Regarding grades, the highest number (89.6%) of the students studied in bachelor's degree Many researchers have investigated the quality of educational services using the SERVQUAL questionnaire [23][24][25][26]. SERVQUAL has greatly contributed to determining the strategies to identify and measure critical areas influencing the students' satisfaction in service sector organizations [15].…”

Section: Resultsmentioning

confidence: 99%

Gap between the Expectations and Perceptions of Students regarding the Educational Services Offered in a School of Nursing and Midwifery

Asefi

Delaram

Deris

2017

JCDR

View full text Add to dashboard Cite

IntrOductIOnHigher education is an important type of investment in human resources which provides the knowledge, attitudes and skills required for students. The higher education plays a very critical role in the development of societies [1], and the educational services must be provided so that the students feel they are in a safe environment and thus providing more mental preparation for learning [2]. The educational institutions should teach the people who are responsible to take care of health in future generations and any neglect of duty, will create problems for societies [3].The universities have many clients whose consent depends on to student satisfaction [4], including their parents as the clients paying cost for the students' education, the companies as the clients employing them, and the faculty members as the clients teaching the students what they need for employing [5]. Among these clients, the students have attracted the most attention as the main customers of higher education and during the higher education they receive a variety of services including registration, course selection and other related services [6]. Therefore, the students' viewpoints toward the offered educational services can be considered a quality index of universities [7]. Knowing the students views about the educational services provided, is the essential factor for assessment of academic education quality [8]. Determination of what the students perceive and expect can provide valuable information for planners to promote the quality of educational services [9]. If the education officials are not aware of the students' expectations, it can cause dissatisfaction for them [10], besides, the lack of a direct relationship with the students makes the decision-makers fail to set the right priorities and the educational services are unable to meet the expectations of students and therefore, a gap in quality can be created. The lower gap between the expectations of students and education provided services represents the high quality of educational services provided.By determining the gap between the students' expectations and perceptions from the educational provided services, the planners can improve the quality of service and meet the students' needs [9].Several studies have examined the attitudes of students from the educational services. The studies which conducted in other countries, have reported that there is a negative gap between the students' expectations and perceptions from the quality of educational services, and the highest gap has been related to the assurance area [11]. A study in Iran reported that the students' expectations from the provided educational services were not met [12]. Another study of Iran reported that the students' expectations from the educational services were higher than their perceptions of these conditions. This study recommended that workshops on customer services, communication skills and personnel's technical skills development must be planned for and held. Moreover, allocating more resources to...

show abstract

“…The results of this study are in line with research conducted by Nadi conducted in four hospitals in Iran who found that the dimension of tangible is one of the two dimensions that became priority for respondents in assessing the quality of service. 7 Another study conducted by Oliaee at the health clinic in Isfahan showed different results. In this study it was found that the dimension of tangible is the dimension that has the biggest gap between the value of perceived service and expected service, it means that patient has not satisfied with tangible dimension at the health clinic.…”

Section: Discussionmentioning

confidence: 98%

“…18 Nadi et al in his research at three hospitals in Bosnia found that based on the Servqual, patients placed empathy dimension as the top priority and reliability being the last priority in health care. 7 Empathy begins with a good communication process. This can be seen from how the officer communicates with the patient, handles the patient's complaints, and informs the patient's service procedure.…”

Section: Discussionmentioning

confidence: 99%

Quality of polyclinic services at public health centers in Padang city, Indonesia

Fannya¹,

Sulastri²,

Rasyid³

2018

Int J Community Med Public Health

View full text Add to dashboard Cite

Background: One of the efforts in health development is the improvement of service quality at Public Health Center. The two main factors affecting service quality are expected service and perceived service. The objective of this study was to analyze factors associated to the quality of polyclinic services at public health centers in Padang, Indonesia.Methods: A cross sectional study was conducted in three selected polyclinics at public health centers in Padang, Indonesia, during September to October 2017. One hundred eight participants who has visited public health centers were selected. Data was collected by using questionnaire.Results: 86.1% respondents stated the quality of health services was good. The dimension of tangible (p=0.0001), reliability (p=0.0001), responsiveness (p=0.002), assurance (p=0.027), and empathy (p=0.0001) were associated with the quality of polyclinic service in the Public Health Centers at Padang. Empathy dimension (Exp B=6.182) was the most influencing factor of service quality in polyclinic.Conclusions: Overall the quality of polyclinic service was good, but it suggests that officers should increase attention and communication to patients as it were the most influencing factors of patient satisfaction.

show abstract

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

Cited by 52 publications

References 6 publications

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

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

Gap between the Expectations and Perceptions of Students regarding the Educational Services Offered in a School of Nursing and Midwifery

Quality of polyclinic services at public health centers in Padang city, Indonesia

Contact Info

Product

Resources

About