Patients’ Views on Service Quality in Selected Iranian Hospitals: An Importance-Performance Analysis

Zarei, Ehsan; Bagheri, Alireza; Daneshkohan, Abbas; Khodakarim, Soheila

doi:10.5812/semj.97938

Cited by 9 publications

(10 citation statements)

References 31 publications

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“…This indicates that the quality of clinical forensic services at Bhayangkara Hospital, Pekanbaru did not meet patients’ expectations. This result aligns with the study conducted by Zarei et al ( 20 ), who showed a negative gap value (−0.65) for overall service quality. Good service quality should have a positive gap value, which means that patient expectations were met ( 9 , 15 ).…”

Section: Discussionsupporting

confidence: 92%

“…A study conducted in Iran in 2020 obtained negative gap scores for all quality dimensions. Meanwhile, a study conducted in Taiwan in 2020 yielded more dimensions with positive gap values, specifically tangibility (0.32), empathy (0.15), and responsiveness (0.01) ( 11 , 20 ). This difference is likely because of the different indicators the studies used to assess each dimension, the different study populations and the different types of patient services.…”

Section: Discussionmentioning

confidence: 99%

“…Purba et al ( 10 ) reported eight items that required priority improvement. Zarei et al ( 20 ) reported the tangibility dimension and four items requiring improvement. This proves that the IPA method helps hospital management improve service quality and patient satisfaction rates based on a priority scale.…”

Section: Discussionmentioning

confidence: 99%

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Importance-Performance Analysis of Clinical Forensic Services Quality at Bhayangkara Hospital Pekanbaru, Indonesia

Afandi,

Arini

2024

MJMS

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Background: Service quality improvement efforts must focus on the utilisation of resources for continuous quality improvement. The importance-performance analysis (IPA) method is useful in finding service quality items that require corrective action. This study implemented the IPA method to obtain items that should be prioritised in improving the quality of a hospital’s clinical forensic services. Methods: A cross-sectional study of 284 clinical forensic patients at Bhayangkara Hospital, Pekanbaru, Indonesia was conducted. Self-administered and paper-based questionnaires, specifically the modified service quality (SERVQUAL)-based questionnaire, were used as the study instruments. Twenty-two service quality items were used as indicators and they were divided into five dimensions of service quality: i) reliability, ii) responsiveness, iii) assurance, iv) empathy and v) tangibility. The data were analysed using the IPA method. Results: The results showed that only seven items had a gap and a level of conformity that met the expectations of clinical forensic patients. Improvements in service quality should prioritise four items: i) providing a more private examination room for clinical forensic patients, ii) improving healthcare workers’ understanding of patient needs, iii) improving the readiness of healthcare workers to conduct examinations and iv) enhancing the clarity of information about examination procedures. Conclusion: The IPA method yielded several high-priority items that need to be improved; therefore, the hospital must focus on improving the quality of clinical forensic services.

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Section: Discussionsupporting

confidence: 92%

Section: Discussionmentioning

confidence: 99%

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Importance-Performance Analysis of Clinical Forensic Services Quality at Bhayangkara Hospital Pekanbaru, Indonesia

Afandi,

Arini

2024

MJMS

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“…In other words, the performance of the hospitals studied did not meet patients' expectations in any aspect of hoteling services. The findings of previous studies in Iran suggested a significant gap between the perception and expectation of patients regarding the quality of hospital hoteling services (27,31), which was consistent with the findings of the present study.…”

Section: Discussionsupporting

confidence: 92%

Ranking Hospital Hoteling Services from Patients’ Perspective Using Importance-Performance Analysis

et al. 2022

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Background: While the ultimate goal of health care is to maintain or improve the health status, features of care, including the quality of hotel services, are important to enhance the quality of health care services. Due to the limited resources of the health system, it is important to recognize the strengths and weaknesses of health service providers for policy-making and allocating resources in line with customers’ expectations. Objectives: The current study aimed at ranking the dimensions of hospital hoteling services from patients’ perspectives using the importance-performance analysis (IPA) method in Tehran, Iran. Methods: In this cross-sectional study, 440 patients were enrolled through multi-stage random sampling. The data collection tool was a questionnaire consisting of 44 items in six dimensions. Its internal reliability was determined based on Cronbach’s alpha coefficient (α = 0.97). The IPA method was used to prioritize the dimensions. Data were analyzed using descriptive statistics and the paired t-test at a significance level of < 0.05. Results: In all aspects of hoteling, there was a significant difference between the performance of hospitals and the expectations of patients. The highest and lowest gaps between performance and expectation were related to the economic-financial and performance-process factors, respectively (P < 0.05). Based on the IPA matrix, the "physical-structural" and "economic-financial" factors were the major weaknesses, and the "need to allocate more resources" and "human-behavioral" factors were recognized as the most strong points. Considering that the dimensions of "cultural-religious” and "safety-security" were located in the third quadrant of the IPA matrix, these dimensions did not require additional resources. Conclusions: The existence of a gap between hospital performance and patient expectation in all the hoteling dimensions indicated that the performance of hospitals in providing hoteling services was not proportional to the importance of these factors from the viewpoints of patients. The "physical-structural" and "economic-financial" factors were the major weaknesses of the hospitals studied. Therefore, it is necessary to pay more attention and allocate resources to these dimensions. Efforts should be continued to maintain and upgrade the status quo regarding the human-behavioral factors to boost patient satisfaction and improve the quality of hoteling services.

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“…Service quality measurement can help identify weaknesses and gaps [ 17 ]. Most models and tools for measuring health service quality have been adopted from other industries [ 18 ]. One of the first and most important models is the Gronroos model (1984), which considered technical and functional quality dimensions of service quality.…”

Section: Introductionmentioning

confidence: 99%

Development and validation of primary health care quality assessment tool

Farrokhi,

Zarei,

Bagherzadeh

et al. 2023

BMC Health Serv Res

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Background Assessing the quality of health services gives insights to managers about the status of services delivered by them, especially from the client’s perspective. Although various tools have been developed to measure the quality of primary health care (PHC), no specific tool was found in this field in Iran. Therefore, the present study was conducted to develop and validate the quality assessment tool of PHC in Iran. Methods This methodological study was conducted in 2021. In the first step, based on a literature review, an initial questionnaire was designed, and its face validity, content validity, construct validity, and reliability were evaluated. Descriptive tests, Kolmogorov-Smirnov, exploratory factor analysis, Kaiser-Myer-Olkin (KMO), and Cronbach’s alpha were performed by using SPSS 22. Results The initial questionnaire included 33 items, of which three items were removed due to inconsistency with factorization. The final questionnaire consisted of 30 items and nine dimensions: interaction, efficiency, timeliness, accuracy, consultation, tangibility, safety, accessibility, and environment. The KMO and Cronbach’s alpha index values were 0.734 and 0.82, respectively, indicating acceptable reliability and validity. The developed dimensions represented about 73% of the total variance. Conclusion The designed questionnaire has relatively good validity and reliability and can be used to measure the quality of PHC and to identify weaknesses in service delivery. However, researchers should carefully examine it to enhance its applicability as a standard tool for measuring PHC quality.

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Patients’ Views on Service Quality in Selected Iranian Hospitals: An Importance-Performance Analysis

Cited by 9 publications

References 31 publications

Importance-Performance Analysis of Clinical Forensic Services Quality at Bhayangkara Hospital Pekanbaru, Indonesia

Importance-Performance Analysis of Clinical Forensic Services Quality at Bhayangkara Hospital Pekanbaru, Indonesia

Ranking Hospital Hoteling Services from Patients’ Perspective Using Importance-Performance Analysis

Development and validation of primary health care quality assessment tool

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