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

Mehrabian, Fardin; Gilani, Mahnaz Hemmati Nodoust; Almaee, Alireza

doi:10.32598/jhnm.31.1.2022

Cited by 6 publications

(6 citation statements)

References 10 publications

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“…According to the findings of the review, 32 studies exclusively utilized the Kano Model, while 10 papers employ not only Kano Model but also other models for quality improvement. Among them, 5 studies integrated Kano Model with the SERVQUAL Model (C. M. Chou et al, 2015; Gomez Martin et al, 2019; Lacerda et al, 2021; Mehrabian et al, 2021; Patel & Bhatt, 2017). In addition, three articles combined Kano Model with QFD (Chiou & Cheng, 2008; Kuo et al, 2011; Zhang Qunxiang et al, 2021).…”

Section: Resultsmentioning

confidence: 99%

“…Of the 5 studies using Kano Model and the SERVQUAL Model, 3 papers (Gomez Martin et al, 2019; Mehrabian et al, 2021; Patel & Bhatt, 2017) first used the SERVQUAL Model to determine the gap between patients’ perceptions and expectations of healthcare quality, and then applied Kano Model to identify attributes that significantly influence patients’ satisfaction. Chou (2015) administered both the SERVQUAL questionnaire and Kano questionnaire simultaneously, subsequently identifying the priority service through data analysis.…”

Section: Resultsmentioning

confidence: 99%

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The application value of Kano Model in quality of healthcare: A scoping review

Wang,

Tang,

Jiang

et al. 2024

Preprint

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Background: The Kano model has been utilized in healthcare services with a focus on capturing the patient's perspective, in order to generate reliable evidence regarding areas that require improvement. Objective: The objective of this study is to provide a description of the implementation of the Kano Model in the healthcare sector and to identify the common quality attributes that have the potential to enhance patients' satisfaction. Methods: Literature searches were performed using PubMed, Web of Science, Embase, Cochrane, CINAHL, Scopus, OVID, CBM, CNKI, VIP, and Wanfang Database. Primary studies of Kano model and healthcare quality in English and Chinese were included. Results: 42 studies were included eventually. There are three findings: (1) the Kano model's application is not uniform; (2) dimensions of reliability, efficiency, and assurance are crucial for improving healthcare quality and satisfaction, but tangible and empathy are difficult to interpret; (3) applying Kano model to improve patient satisfaction is imperative. Conclusions: The impact of specific quality attributes on healthcare services and their application in practice are highlighted in this review. Besides, future research could focus on Internet+ nursing applications.

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Section: Resultsmentioning

confidence: 99%

Section: Resultsmentioning

confidence: 99%

The application value of Kano Model in quality of healthcare: A scoping review

Wang,

Tang,

Jiang

et al. 2024

Preprint

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“…A meta-analysis confirmed that before the pandemic the quality of services stated by the Iranian patients was placed at an acceptable level compared to other countries [56]. In general, prior research reported varied results in Iran [57][58][59][60][61]. Such difference findings may be related to study settings, the time of the study, sample size, and the participants' status in terms of socio-economics factors.…”

Section: Discussionmentioning

confidence: 97%

“…According to this model, service quality can be measured in five dimensions: Tangibles (the appearance of physical facilities, equipment, personnel, and communication materials), Responsiveness (the willingness to help customers and to provide prompt service), Assurance (the knowledge and courtesy of employees and their ability to convey trust and confidence), Reliability (the ability to perform the promised service dependably and accurately), and Empathy (the provision of caring, individualized attention to the customer) are examined [53]. Regarding the quality of hospital services, the findings of previous studies before and after the outbreak of COVID-19 have reported different levels of service quality and its dimensions status [54][55][56][57][58][59][60][61][62][63][64].…”

Section: Introductionmentioning

confidence: 99%

Responsiveness level and its effect on services quality from the viewpoints of the older adults hospitalized during COVID-19 pandemic

et al. 2022

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Background Aging is a sensitive period of life. Attention to the needs of this stage is considered a social necessity. This study is conducted to investigate the responsiveness level and its effect on service quality from the hospitalized older adults’ viewpoints during the COVID-19 pandemic in the south of Iran. Methods It was a cross-sectional descriptive-analytic study that was conducted on 386 old patients. The study instrument was a standard questionnaire that includes three sections of demographic information, World Health Organization Responsiveness, and SERVQUAL. Data were analyzed applying descriptive and inferential statistics the same as Independent T-test, ANOVA, Pearson correlation, and multiple linear regression. Results The mean levels of responsiveness and service quality were 90.72 ± 9.38 (from 160) and 68.01 ± 8.51 (from 110) respectively. This indicates the average level of these variables from the old patients’ viewpoints. There was a significant positive correlation between responsiveness and service quality (r = 0.585). According to the results of multiple linear regression, the dimensions of communication, dignity, prompt attention, primary facilities, social support, information confidentiality, right to choose, and autonomy were identified as the predictors of service quality. Conclusion The average level of responsiveness and service quality perceived from the old patients’ viewpoints during the COVID-19 pandemic can be considered a necessity for supportive planning among the older adults. Meanwhile, according to the impacts of responsiveness on service quality, educational programs are recommended to promote the level of healthcare providers’ responsiveness.

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“…In the end, the results of the study demonstrated that there is a direct, statistically significant relationship between organizational agility and the quality of services in development NGOs. ( Mehrabian, F , et al, 2021) .…”

Section: Introductionmentioning

confidence: 99%