Measurement of Quality of Educational Hospital Services by the SERVQUAL Model: The Iranian Patients’ Perspective

Rezaei, Satar; Moradi, Khalil; Bijan, Behroz; Fallahi, Masoud; Shokati, Behnam; Saeidi, Hamid Reza

doi:10.19082/2101

Cited by 25 publications

(26 citation statements)

References 12 publications

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“…Indeed, numerous scholars have used SERVQUAL to evaluate medical service quality [ 9 – 12 ]. For instance, Teng et al [ 9 ] used SERVQUAL to assess patients in surgical departments and confirmed that the instrument was valid and reliable in this population.…”

Section: Introductionmentioning

confidence: 99%

Patients’ perceptions of service quality in China: An investigation using the SERVQUAL model

et al. 2017

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Background and aimThe doctor–patient relationship has been a major focus of society. Hospitals’ efforts to improve the quality of their medical services have been to reduce the probability of doctor–patient conflicts. In this study, we aimed to determine the gap between expectations and perceptions of service quality according to patients to provide reference data for creating strategies to improve health care quality.MethodsTwenty–seven hospitals in 15 provinces (municipalities directly beneath the central government) were selected for our survey; we sent out 1,589 questionnaires, of which 1,520 were collected (response rate 95.65%) and 1,303 were valid (85.72% effective recovery rate). Paired t-tests were used to analyze whether there were significant differences between patients' expectations and perceived service quality. A binary logistic regression analysis was used to determine whether there were significant differences in the gap between expectation and perception of service quality according to patients' demographic characteristics.ResultsThere was a significant difference between the expected and perceived service quality (p < 0.05) according to patients both before and after receiving medical services. Furthermore, the service quality gap of each service dimension was negative. Specifically, the gaps in service quality were as follows: economy, responsiveness, empathy, assurance, reliability, and tangibles. Overall, we can conclude that patients’ perceptions of service quality are lower than their expectations.ConclusionsAccording to the study results, the quality of health care services as perceived by patients was lower than expected. Hospitals should make adjustments according to the actual situation and should strive to constantly improve the quality of medical services for patients.

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Section: Introductionmentioning

confidence: 99%

Patients’ perceptions of service quality in China: An investigation using the SERVQUAL model

et al. 2017

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“…Measurement of service quality is the first step for quality improvement and management in health care systems; thus, the quality assessment in hospital care is the focus of increasing interest ( 1 - 4 ). In other words, it is essential to measure and monitor the quality of hospital services to ensure that patients' needs are satisfied and there is enough improvement in the quality of inpatient care over time ( 3 , 5 , 6 ).…”

Section: Introductionmentioning

confidence: 99%

Service quality in Iranian hospitals: A systematic review and meta-analysis

Rezaei

Hajizadeh

Zandian

et al. 2018

Med. J. Islam. Republic Iran

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Background: This study aimed to explore service quality in Iranian hospitals by a systematic review and meta-analysis of the existing literature. Methods: The literature search in the international (PubMed, Scopus, and the ISI) and Iranian (SID, Iranmedex, and Magiran) scientific databases was conducted to identify studies (published in English and Persian) used the service quality gap (SERVQUAL) model to examine service quality in Iranian hospitals between 2000 and 2016. The databases were searched using a combination of the following keywords: "hospital service quality", or "healthcare service quality", and "SERVQUAL model", or "gap model", and "Iran". A random-effects meta-analysis model was used to investigate the quality of hospital care in Iran. Results: A total of 13 articles with 4,217 patients were included in the study. Results indicate that there are negative gap values between patients' expectations and perceptions in six SERVQUAL dimensions namely. tangibility, reliability, responsiveness, assurance, empathy, and access. The overall mean score of patients’ expectations and perceptions of quality of hospital care in Iran were estimated 4.59 and 3.69, respectively (i.e., quality score gap= -0.9). The highest and lowest quality score gap values were related to the reliability and responsiveness dimensions, correspondingly. Conclusion: The study found that expectations of patients from hospital care have not been met in Iran. Thus, improving service quality in Iranian hospitals warrants further attention by health professionals, health policy-makers, and hospital managers.

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“…Patient satisfaction has been recognized as the most important key success indicator in the healthcare industry [36][37][38][39][40][41][42][43][44][45][46][47][48][49][50][51][52]. It is linked to the concepts of perceptions and expectations [33].…”

Section: Patient Satisfaction Of Healthcare Organization Employed Witmentioning

confidence: 99%

A Systematic Review of Patient Satisfaction on Health Information Exchange in Malaysian Public Healthcare Organizations

Ismail

Abdullah

2018

J. Phys.: Conf. Ser.

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Abstract. Patient satisfaction is imperative in every healthcare organization. Service quality is the utmost important aspect that yields patient satisfaction in hospitals. Since Information Technology (IT) is widely used in hospitals, its applications can give rise to different issues related to patient satisfaction. This is because patient satisfaction derived from utilizing health information exchange systems (HIEs) depends on the service quality of the systems. This paper presents a systematic review of the impacts of service quality of Health Information Exchanges (HIEs) on patient satisfaction. Five databases, namely Scopus, IEEE, Proquest, Emerald and Science Direct were accessed to search for relevant studies. In total, 714 studies met the inclusion criteria. The result shows that five factors at the healthcare organizations that adopted HIEs have impacts on patient satisfaction: Tangibility, Reliability, Assistance, Safety and Empathy.

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Measurement of Quality of Educational Hospital Services by the SERVQUAL Model: The Iranian Patients’ Perspective

Cited by 25 publications

References 12 publications

Patients’ perceptions of service quality in China: An investigation using the SERVQUAL model

Patients’ perceptions of service quality in China: An investigation using the SERVQUAL model

Service quality in Iranian hospitals: A systematic review and meta-analysis

A Systematic Review of Patient Satisfaction on Health Information Exchange in Malaysian Public Healthcare Organizations

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