The gap between the service quality and patients’ expectations in Amir-al-momenin hospital of Semnan University of Medical Sciences in 2016, Semnan, Iran

authors:

avatar Abbas Ziari , avatar Farzaneh binaei , avatar Masoumeh Ansari , avatar Ali Valinejadi ORCID , *

Koomesh: Vol.20, issue 2; 221-227
published online: April 03, 2018
article type: Research Article
received: July 02, 2017
accepted: December 03, 2017

how to cite: Ziari A, binaei F, Ansari M, Valinejadi A. 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. 2018;20(2):e152952. 

Abstract

Introduction: Since understanding patients;#39 expectations is necessary for improving service quality, this study aimed to assess and determine the gap between hospital services quality and patients;#39 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;#39 perceptions and expectations, and in other words, "patients’ satisfaction", was ” very low”. Conclusion: Very little difference between the patients;#39 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.

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