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Journal of Client-Centered Nursing Care، جلد ۶، شماره ۲، صفحات ۱۱۷-۱۲۴
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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 |
Investigation of the Gap Between Patients’ Perceptions and Expectations of Hospital Service Quality |
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| چکیده انگلیسی مقاله |
Background: Health care services are costly and complex and provide facilities that significantly affect the economy and quality of life of individuals. In this study, we determined the gap between patients' expectations and perceptions of hospital service quality to provide reference data for creating strategies to improve health care quality. Methods: In this descriptive cross-sectional study, five private hospitals in Tehran were selected. Using a simple random sampling method, 110 patients were recruited and voluntarily responded to the standard service quality (SERVQUAL) model questionnaire. Data were analyzed by the K-S test, t-test, and paired t-test using SPSS V. 23. Results: The results showed that among the quality of health care components, the highest mean was related to the responsiveness (M=3.89) and the least was related to the tangible dimension (M=3.11). The lowest average quality gap (perceived service and expected service) was seen in the responsiveness dimension (2.96 and 3.28) and followed by reliability (2.66 and 3.90), tangible (2.53 and 3.91), empathy (1.36, 3.19), and assurance dimensions (2.39 and 4.75). Conclusion: The findings revealed a significant difference between the patients' perceived and expected services, which indicates that the quality of services as perceived by patients was lower than their expectations. According to the findings, the assurance dimension had the greatest gap. To reduce or eliminate the existing gap, it is suggested that hospitals consider strategic and operational planning to improve hospitalization experience, quality of medical services, and hospital resources. |
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| کلیدواژه‌های انگلیسی مقاله |
Quality of service, Perceptions, Expectations |
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| نویسندگان مقاله |
| Haniyeh Nazem
School of Nursing and Midwifery, Shahid Beheshti University of Medical Sciences, Tehran, Iran.
| Hadi Raeis Abdollahi
Department of Health Services Management, North Tehran Branch, Islamic Azad University, Tehran. Iran.
| Abasat Mirzaei
Department of Health Care Managment, Tehran Medical Sciences, Islamic Azad University, Tehran, Iran.
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| نشانی اینترنتی |
http://jccnc.iums.ac.ir/browse.php?a_code=A-10-286-1&slc_lang=en&sid=1 |
| فایل مقاله |
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| کد مقاله (doi) |
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| زبان مقاله منتشر شده |
en |
| موضوعات مقاله منتشر شده |
تخصصی |
| نوع مقاله منتشر شده |
کاربردی |
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