Services Quality Assessment of a Referral Hospital in Semnan with SERVQUAL Model and Related Factors: Patients’ View

How to Cite:Abbas Ziari, Elahe Ghods, Farid Gharibi, Maryam Naderi Eram, Services Quality Assessment of a Referral Hospital in Semnan with SERVQUAL Model and Related Factors: Patients’ View.koomesh.2024;26(1):e151718.https://doi.org/10.69107/koomesh-151718.

Abstract

Background and Objectives: This study was conducted to evaluate the quality of care services provided to inpatients of Kowsar Referral Hospital and related factors in the center of Semnan province in 2020.

Methods: This cross-sectional study was conducted with the participation of 800 inpatients who were admitted to Kowsar Referral Hospital, Semnan, Iran in 2020. The study tool was a standard SERVQUAL questionnaire based on a 5-point Likert Scale. Inclusion criteria: Inpatients over 18 years old and able to answer, who completed the questionnaires with a structured interview. The demographic and background variables of the patients were recorded using a researcher-made checklist.

Results: The average age of the patients was 46.4 ± 0.15 years and most of them were male (51.3%). The highest scores for both expectations (1.39 ± 0.66) and perceptions (2.27 ± 0.88) were obtained on the empathy dimension and the lowest scores for both expectations (1.05 ± 0.29) and perceptions (2.03 ± 0.65) were obtained on the tangibles dimension. The highest and lowest gap was seen in the reliability (1.04) and empathy dimension (0.88) respectively. The overall opinion of the patients according to the service quality of was 2.16 ± 0.85 out of 5. There was no significant relationship of demographic and background variables to servqual dimensions’ gaps.

Conclusion: Although the quality of services has met the expectations of the patients based on the Servqual model in Kowsar Hospital, but the quality of the services provided is not very high from the patients’ perspective.

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Author(s):

Abbas Ziari:[PubMed][Scholar]
Elahe Ghods:[PubMed][Scholar]
Farid Gharibi:[PubMed][Scholar]
Maryam Naderi Eram:[PubMed][Scholar]