Semnan University of Medical Sciences

Ziari, Abbas and binaei, Farzaneh and Ansari, Masoumeh and Valinejadi, Ali (2018) The gap between the service quality and patients’ expectations in amir-al-momenin hospital of Semnan university of medical sciences in 2016, Semnan, Iran. Koomesh. pp. 221-227.

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Abstract

Introduction: Since understanding patients' expectations is necessary for improving service quality, this study aimed to assess and determine the gap between hospital services quality and patients' expectations in Amir-al-momenin Hospital of Semnan University of Medical Sciences based on the SERVQUAL model in 2016. Materials and Methods: This cross-sectional study with simple random sampling method conducted on 321 persons in two wards; obstetrics and gynecology (151 persons) and pediatrics (170 persons) in Amir-al-momenin Hospital in Semnan (Iran), using “SERVQUAL” standard questionnaire in 2016. Results: Results showed “expectations” and “perceptions” scores were “low “ and “relatively low” respectively. The "loyalty" of patients was “relatively low” and the gap between patients' perceptions and expectations, and in other words, "patients’ satisfaction", was ” very low”. Conclusion: Very little difference between the patients' perceptions and their expectations in all determinants of the quality of services delivery indicates “very low” satisfaction of patients, so quality improvement in all aspects of service delivery seems necessary. Keywords: Service Quality, Expectations, Perceptions, SERVQUAL, Hospital

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