Volume 25, Issue 168 (6-2018)                   RJMS 2018, 25(168): 0-0 | Back to browse issues page

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Measuring services quality in Tehran teaching hospitals . RJMS. 2018; 25 (168)
URL: http://rjms.iums.ac.ir/article-1-5162-en.html
Abstract:   (805 Views)

Background: Enhancing patients’ satisfaction through providing quality services is an important goal of hospitals. This study aimed to measure services quality of Tehran teaching hospitals in 2015.

Methods: This descriptive and cross sectional study was carried out in seven teaching hospitals in Tehran. Hospital services quality was measured using HEALTHQUAL questionnaire by asking 296 patients. Data was analyzed using SPSS-V20 software. Wilcoxon, U-Man Whitney and Kruskal-Wallis statistical tests were applied.

Results: The mean score of patient perception and expectation were 3.49 and 4.10 respectively. There was a negative gap (-.58) between perception and expectation of patients. Services quality ratio was 0.85. The most and least negative gaps were related to environment (-0.17) and efficiency (-0.09) dimensions of HEALTHQUAL model. In environment dimension the least patient perception was related to availability of amenities (3.05±0.94). There were significant relationship between patients’ age, education and place of residence and their perception of services quality (p<0.05).

Conclusion: There was a negative gap in services quality in studied hospitals. Hospital managers can improve services quality using appropriate quality management strategies and improving the structures and processes.

Key words: Services quality, Teaching hospitals, HEALTHQUAL model, Patient satisfaction, Tehran

Type of Study: Research | Subject: Educational Health

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