Journal of Client-Centered Nursing Care
نشریه مراقبت پرستاری مددجو محور
JCCNC
Medical Sciences
http://jccnc.iums.ac.ir
1
admin
24764132
24764132
10.32598
en
jalali
1399
2
1
gregorian
2020
5
1
6
2
online
1
fulltext
en
Investigation of the Gap Between Patients’ Perceptions and Expectations of Hospital Service Quality
تخصصي
Special
كاربردي
Applicable
<strong>Background</strong>: Health care services are costly and complex and provide facilities that significantly affect the economy and quality of life of individuals. In this study, we determined the gap between patients’ expectations and perceptions of hospital service quality to provide reference data for creating strategies to improve health care quality.<br>
<strong>Methods</strong>: In this descriptive cross-sectional study, five private hospitals in Tehran were selected. Using a simple random sampling method, 110 patients were recruited and voluntarily responded to the standard service quality (SERVQUAL) model questionnaire. Data were analyzed by the K-S test, t-test, and paired t-test using SPSS V. 23.<br>
<strong>Results</strong>: The results showed that among the quality of health care components, the highest mean was related to the responsiveness (M=3.89) and the least was related to the tangible dimension (M=3.11). The lowest average quality gap (perceived service and expected service) was seen in the responsiveness dimension (2.96 and 3.28) and followed by reliability (2.66 and 3.90), tangible (2.53 and 3.91), empathy (1.36, 3.19), and assurance dimensions (2.39 and 4.75).<br>
<strong>Conclusion</strong>: The findings revealed a significant difference between the patients’ perceived and expected services, which indicates that the quality of services as perceived by patients was lower than their expectations. According to the findings, the assurance dimension had the greatest gap. To reduce or eliminate the existing gap, it is suggested that hospitals consider strategic and operational planning to improve hospitalization experience‏, quality of medical services, and hospital resources.
Quality of service, Perceptions, Expectations
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124
http://jccnc.iums.ac.ir/browse.php?a_code=A-10-286-1&slc_lang=en&sid=1
Haniyeh
Nazem
Haniyeh_nz@yahoo.com
10031947532846006132
10031947532846006132
No
School of Nursing and Midwifery, Shahid Beheshti University of Medical Sciences, Tehran, Iran.
Hadi
Raeis Abdollahi
Hadi77105@yahoo.com
10031947532846006133
10031947532846006133
No
Department of Health Services Management, North Tehran Branch, Islamic Azad University, Tehran. Iran.
Abasat
Mirzaei
amacademic@yahoo.com
10031947532846006134
10031947532846006134
Yes
Department of Health Care Managment, Tehran Medical Sciences, Islamic Azad University, Tehran, Iran.