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Journal of Holistic Nursing and Midwifery، جلد ۳۱، شماره ۱، صفحات ۱۷-۲۵
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| عنوان فارسی |
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| چکیده فارسی مقاله |
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| کلیدواژه‌های فارسی مقاله |
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| عنوان انگلیسی |
Patient Satisfaction With the Quality of Health Services Provided by Public Hospitals in Rasht, Iran |
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| چکیده انگلیسی مقاله |
Introduction: Service quality is a distinguishing and most powerful competitive factor. By improving the quality of service delivery, it is possible to increase productivity, reduce costs, and, as a result, increase patient satisfaction. Objective: The present study aims to determine the level of patient satisfaction with the quality of health services provided by public hospitals based on the SERQUAL-KANO model. Materials and Methods: This is an analytical study with cross-sectional design. The study population consists of all patients admitted to the emergency department, and male & female medical wards of public hospitals in Rasht, Iran. This, 250 patients were selected by a two-stage stratified sampling method. Data collection tools were two questionnaires of SERVQUAL and Kano with acceptable reliability (α=0.77 and 0.72). Kolmogorov-Smirnov and Wilcoxon tests were used to analyze data. Results: The majority of patients were male (53%) with a bachelor's degree (32%) aged 40-59 years (38%). In all hospitals, according to the Wilcoxon test results, the highest and lowest mean quality scores were related to assurance and tangibility dimensions (P< 0.05). The highest level of patient satisfaction was reported in Hospital no. 2 with a quality gap of +0.41, while the lowest level was related to Hospital no. 5 with a gap of -0.23. According to Importance-Performance Analysis matrix, tangibility was in the "Concentrate Here" quadrant; the dimensions of reliability and responsiveness were in the "Low Priority" quadrant; the dimension of assurance was in the "Possible Overkill" quadrant; and the dimension of empathy was in the "Keep Up the Good Work" quadrant. According to the Kano model, 13 attributes were classified as "Attractive", 11 as "One-dimensional", and only 1 property as "Reverse"; no attribute was classified as "Indifferent". Conclusion: It seems necessary to make more improvements in facilities and equipment, appearance of staff, communication tools, and cleanness of hospital environment to increase patient satisfaction in public hospitals. |
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| کلیدواژه‌های انگلیسی مقاله |
Patient satisfaction, Patients, Health |
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| نویسندگان مقاله |
| Fardin Mehrabian
Professor, Department of Health Education and Promotion, Health and Environment Research Center, School of Health, Guilan University of Medical Sciences, Rasht, Iran
| Mahnaz Hemmati Nodoust Gilani
Assistant Professor, Department of Public Administration, School of Management, Payame Noor University, Tehran, Iran
| Alireza Almaee
Graduate, public administration, Payame Noor University of Iran, Rasht, Iran
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| نشانی اینترنتی |
http://hnmj.gums.ac.ir/browse.php?a_code=A-10-192-1&slc_lang=en&sid=1 |
| فایل مقاله |
فایلی برای مقاله ذخیره نشده است |
| کد مقاله (doi) |
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| زبان مقاله منتشر شده |
en |
| موضوعات مقاله منتشر شده |
تخصصی |
| نوع مقاله منتشر شده |
پژوهشی |
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