Evaluation of the Quality of Services Provided by Selected Hospitals in Tehran City using the SERVQUAL Model

Abstract

Introduction: One of the factors that increases competitive ability is to improve the quality of presented service in organizations such as hospitals. Providing superior services through maintaining high quality is a prerequisite for the success of service organizations. The SERVQUAL model is one of the most commonly used tools for measuring service quality satisfaction. So the aim of this study was to assess the quality of services of selected hospitals through the SERVQUAL model. Materials and Methods: This study was a descriptive-analytical study that conducted in 2016. The population of the study consisted of all patients which needed to outpatient care services and referred to selected hospitals. Using Morgan's table, the sample size was 398, of which 381 completed questionnaires. The main tool of this research was questionnaire based on SERVQUAL model. Data were analyzed by SPSS version 19 using descriptive statistics methods and descriptive inferential methods for explaining the research hypotheses. Results: Pearson correlation test was showed that there is a direct relationship between perceived service and patient satisfaction. About responsiveness: high response rate, about empathy dimension: quite location, physical factors: possessing suitable space for waiting, from reassurance: providing accurate information to patients, and about reliability: personnel's timeliness has the greatest impact on patient satisfaction. Also, reliability

Development of an in Vitro Multiplication System for Rubus Loganobaccus L.

“…In general, the replication of selected explants is not only influenced by different species of plants but also in a particular species, and different genotypes have different replication. Generally, it is better that young tissue of living cells should be used as explants because young tissue-forming cells have small vacuole, and the ratio of the nucleus to the whole cell is high (Omidi, 2015). Applying appropriate methods for selecting and sterilizing healthy explants can significantly affect the success of the plant tissue culture project.…”

“…It should be noted that in many species, there is a direct relationship between the proper temperature of the tissue culture and the proper temperature of the maternal plant in normal conditions. (Omidi, 2015).…”

“…When these seedlings are transported to the soil, they quickly undergo water shortage, growth retardation, and even death. To resolve this problem, it is essential to create proper roots and to acclimatize to the soil conditions (Omidi, 2015).…”

A Comparative Study of Hospitals in Yasuj, Iran, in Terms of the Implementation of the Health System Planning and the Quality of Medical Services

“…Today, providing, establishing, understanding and maintaining the quality of superior services is one of the most important issues of any country. Facing the constant pressure of competition, medical and treatment service providers, whose number is rising, have realized that providing the proper quality of services in the health and treatment sector is the most important factor in attracting patients and ensuring future success (2).…”

Patient Satisfaction With the Quality of Health Services Provided by Public Hospitals in Rasht, Iran

“…Of course, the need to pay attention to the quality of services is not limited to health care centers. It has become an inescapable challenge for all organizations [4], and due to its reflection in the community, more attention should be paid to it [5].…”