Patients' views on perceived services quality using SERVQUAL Model at educational and medical centers of Kermanshah University of Medical Sciences 2013

authors:

avatar Mozhdeh Razlansari 1 , avatar Behzad Teimouri 2 , * , avatar Hamid Reza AlipourShirsavar 2 , avatar Mohammed Taleghani 1 , avatar Hossein Ashtarian 3

Department of Financial Management, Rasht Islamic Azad University, Rasht, Iran
Department of Operating room, Paramedical School, Kermanshah University of Medical Sciences, Kermanshah, Iran
Department of Nursing, School of Nursing and Midwifery School, Kermanshah University of Medical Sciences Kermanshah, Iran
Journal of Clinical Research in Paramedical Sciences: Vol.1, issue 3; e82198
published online: October 12, 2012
article type: Research Article
received: March 18, 2012
accepted: August 23, 2012

how to cite: Razlansari M , Teimouri B , AlipourShirsavar H R , Taleghani M, Ashtarian H . Patients' views on perceived services quality using SERVQUAL Model at educational and medical centers of Kermanshah University of Medical Sciences 2013. J Clin Res Paramed Sci. 2012;1(3):e82198. 

Abstract

Background: The assessment of care quality from patients' point of view is a valuable criterion for the healthcare management. This issue can help managers to identify strengths and weaknesses of an optimum care and treatment. This study was aimed to assess perceived care services in patients using SERVQUAL Model through collection of the patients' perspectives hospitalized at educational and medical centers of Kermanshah University of Medical Sciences 2013.
Methods: The participants received and completed the standardized SERVQUAL scale including five evaluation dimensions, i.e. tangibility, reliability, responsiveness, assurance and empathy. This scale was completed in two times, from the view of client expectation for service quality and the client actual perception for service quality. The service quality level was categorized based on a Likert scale ranged from "very bad to very good" and marked from (1 to 5 score).The data was analyzed using SPSS software version 21 and applied different descriptive and inferential statistic formula such as ANOVA tests for analysis. 
Findings: The results showed that total mean of the actual perception for service quality was at a good level (3.65). In comparison, the mean scores of both mentioned parts; a significant difference was found (P<0.001).The lowest gap was about empathy dimension (-0.66) and the highest gap was about reliability domain (-1.09).
Conclusion: Therefore, it is recommended to promote the quality of services and patients' satisfaction; the weaknesses, particularly regarding planning and management fields, needs to be addressed and improved.

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References

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