Assessment of Service Quality within the Healthcare Industry

سال انتشار: 1392
نوع سند: مقاله کنفرانسی
زبان: انگلیسی
مشاهده: 1,153

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شناسه ملی سند علمی:

IIEC10_255

تاریخ نمایه سازی: 10 شهریور 1393

چکیده مقاله:

Today, the quality of perceived products and services is a competitive factor from the customers' viewpoint. Recognizing customers' perceptions and expectations is the first step in quality improvement. Accordingly, the current study is an attempt to measure service quality based upon the patients' perceptions and expectations. It aims to determine the problem of primary health services provided in the health centers using service recipients' perceptions and expectations. In this study, we observed a negative gap in all quality dimensions. Overall quality gap was -0.63 and the highest level of quality gap was in the reliability (-0.78) and the lowest level of quality gap was in the empathy (-0.25). There was no significant relationship between the patients' age and education, and quality gap (p>0.05). The most critical issues facing hospital were their own physicians and hospital staffs’ the reliability dimension was rated as the most important service, provide high quality service and get patients' trust and confidence and their sufficient humility and professional expertise. The results showed that there was a gap between the current situation and the desired state of healthcare quality, which could be reduced with proper planning, management and training. Physicians are suggested to fully explain the disease conditions to patients. Health care workers have to consider ethical codes and they should be equipped with the latest knowledge.

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نویسندگان

Farzad Firouzi Jahantigh۱

Department of Industrial Engineering, Faculty of Engineering University of Sistan and Baluchestan

Reza Baradaran Kazemzadeh

Department of Industrial Engineering, Faculty of Engineering,Tarbiat Modares University Tehran, Iran

Hossein Gitinavard

Department of Industrial Engineering, Faculty of Engineering,Science and Technology University Tehran, Iran

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