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:: Volume 21, Number 4 (Special Issue 2015) ::
Horizon Med Sci 2015, 21(4): 50-57 Back to browse issues page
Effects of the Multiple Dimensions of Hospital Services Quality on Patients Satisfaction: SERVQUAL Model Testing
fatemeh dadmand
MSc Management Department, Humanities Faculty, Gonabad Branch, Payam-e-Noor University, Gonabad, Iran , dadmandfa@yahoo.com
Abstract:   (615 Views)

Aims: One of the goals of the hospitals is patients’ maximum satisfaction. The aim of this study was to investigate the quality of the services provided by the state hospital of Gonabad, as well as the gap between the current and the desired situations in providing the services.

Instrument & Methods: In the survey analytic study, patients, hospitalized in 22 Bahman Hospital of Gonabad during 20 days in June and July 2014, were studied. 154 patients were selected via available sampling. Data was collected using a bisection questionnaire including personal characteristics and the aspects of the quality of the services provided by the hospital and satisfaction. Data was analyzed by SPSS 20 software using Pearson correlation coefficient, T, and multiple regression tests.

Findings: The highest and the lowest correlations were between satisfaction and loyalty and physical equipment and responsibility, respectively. The deepest gap between the current and the desired situations was in trust (p=0.001; t=-31.52); and in succession, the gap was in sympathy (p=0.001; t=-30.17), physical equipment (p=0.001; t=-27.87), loyalty (p=0.001; t=-27.87), responsibility (p=0.009; t=-27.87), good will (p=0.001; t=-27.94), and reliability (p=0.001; t=-17.31). Good will, physical equipment, trust, and loyalty explained 18.5%, 18.6%, 14.6%, and 47.0% of the patients’ satisfaction variable, respectively. 

Conclusion: There is a gap between the current and the patients’ desired situations in all the aspects in 22 Bahman Hospital of Gonabad.

Keywords: atient’s Satisfaction, Quality of Health Care, Hospital
Full-Text [PDF 261 kb]   (364 Downloads)    
Type of Study: Original | Subject: Mental Health
Received: 2015/10/12 | Accepted: 2016/04/6 | Published: 2016/04/20
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dadmand F. Effects of the Multiple Dimensions of Hospital Services Quality on Patients Satisfaction: SERVQUAL Model Testing. Horizon Med Sci . 2015; 21 (4) :50-57
URL: http://hms.gmu.ac.ir/article-1-2330-en.html
Volume 21, Number 4 (Special Issue 2015) Back to browse issues page
مجله علمی پژوهشی افق دانش The Horizon of Medical Sciences
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