Hospital services quality assessment: Hospitals of Kerman University of Medical Sciences, as a tangible example of a developing country

Author： Nekoei-Moghadam Mahmood Amiresmaili Mohammadreza

Publisher： Emerald Group Publishing Ltd

ISSN： 0952-6862

Source： International Journal of Health Care Quality Assurance, Vol.24, Iss.1, 2011-01, pp. : 57-66

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Abstract

Purpose ‐ Although quality orientation is one of the main priorities of any progressive organization, quality evaluation in organizations providing services such as hospitals is one of the key challenges, because in this sector quality is determined by many intangible factors. Applying the service quality gap model is one of the common tools for quality evaluation in the service sector. This paper seeks to evaluate this issue. Design/methodology/approach ‐ The present descriptive study was carried out through a cross-sectional method in 2008. The participants of this study were patients who had been referred to Kerman University of Medical Sciences hospitals. The sample comprised 385 patients, the data were collected by SERVQUAL as a standard questionnaire, and data analysis was carried out on 385 completed questionnaires. Findings ‐ In all five dimensions of quality, a gap was observed between patients' perceptions and expectations as follows: Assurance: -1.28, Empathy: -1.36, Responsiveness: -1.80, Tangibles: -1.86 and Reliability: -1.69. A paired T-test showed that the differences between quality perceptions and expectations are significant (p value<0.05). based="" on="" the="" findings="" of="" this="" research,="" the="" hospitals="" in="" the="" study="" did="" not="" meet="" the="" expectations="" of="" patients="" and="" were="" unable="" to="" provide="" health="" care="" services="" according="" to="" patients'="" expectations.="" hence="" rearranging="" the="" service="" delivery="" and="" deploying="" better="" facilities="" and="" equipment="" in="" order="" to="" decrease="" the="" gap="" between="" patients'="" perceptions="" and="" expectations="" may="" be="" helpful.="">Originality/value ‐ The paper reports an original application of the SERVQUAL approach to hospital services of a developing country.