LinkedIn

 آمار

تعداد نشریات20
تعداد شماره‌ها1,149
تعداد مقالات10,518
تعداد مشاهده مقاله45,416,249
تعداد دریافت فایل اصل مقاله11,292,108
Gholami, Maryam, Kavosi, Zahra, khojastefar, Marziye. (1395). Services quality in emergency department of Nemazee Hospital: Using SERVQUAL model. سامانه مدیریت نشریات علمی, 3(4), 120-126.
Maryam Gholami; Zahra Kavosi; Marziye khojastefar. "Services quality in emergency department of Nemazee Hospital: Using SERVQUAL model". سامانه مدیریت نشریات علمی, 3, 4, 1395, 120-126.
Gholami, Maryam, Kavosi, Zahra, khojastefar, Marziye. (1395). 'Services quality in emergency department of Nemazee Hospital: Using SERVQUAL model', سامانه مدیریت نشریات علمی, 3(4), pp. 120-126.
Gholami, Maryam, Kavosi, Zahra, khojastefar, Marziye. Services quality in emergency department of Nemazee Hospital: Using SERVQUAL model. سامانه مدیریت نشریات علمی, 1395; 3(4): 120-126.

Services quality in emergency department of Nemazee Hospital: Using SERVQUAL model

Health Management & Information Science
مقاله 3، دوره 3، شماره 4، دی 2016، صفحه 120-126    اصل مقاله (684.54 K)
نوع مقاله: Articles
نویسندگان
Maryam Gholami* ؛ Zahra Kavosi؛ Marziye khojastefar
Manager of Clinical Research Development Center,, Shiraz University of Medical Sciences, Nemazee HospitalShiraz, Iran,postal code: 71937-11351
چکیده
Introduction: Patient satisfaction is crucial to the long-run success in health care center. With regard to the highest patients’ referral to the emergency department and the existing challenges due to the patient’s need to urgent care, we aimed to evaluate health care services quality in this unit to find out whether the patients have different expectations from health care providers and if they perceive some dimensions of care more important than others.Method: The SERVQUAL scale method was used in this cross-sectional study on 100 patients in June 2015. Patient satisfaction questionnaire based on SERVQUAL model was evaluated with high content validity and the reliability was 0.97 and 0.81. The data collected were analyzed using SPSS, version 20.0 (IBM, USA). Statistical analyses included descriptive statistics, paired and independence sample t-test and ANOVA at the significance level 0.05.Results:The results showed that the quality gap in all dimensions was significant (P<0.001). The largest quality gap was related to responsiveness (-1.08) and the lowest belonged to assurance (-0.8). Demographic characteristics were analyzed and the number of referrals was significant in tangibility and assurance dimensions (P = 0.04); also, in all cases the patients’ expectations (total Mean=4.35) were higher than their perception (total Mean = 3.295).Conclusion: In order to improve emergency services, it is recommended that the hospital management should provide appropriate facilities, reduce waiting time, increase in attention to ordering system based on the patients’ condition, and improve the behavior of health care personnel to patient is placed on the agenda of hospital management.Keywords: Management, Quality of service, Emergency department, SERQUAL model
مراجع
  2. Gilbert FW, Dent RP. Adaptation ana’C astomer Expectations of Health Care. 1992.
  4. Oyatoye EO, Amole BB, Adebiyi SO. Patients’ perception of quality service delivery of public hospitals in Nigeria using analytical hierarchy process. Journal of Health Management and Informatics. 2016;3(3):66-73.
  6. Ramsaran-Fowdar RR. The relative importance of service dimensions in a healthcare setting. Int J Health Care Qual Assur. 2008;21(1):104-24.
  8. Donabedian A. Evaluating the quality of medical care. Milbank Mem Fund Q. 1966 Jul;44(3):Suppl:166-206.
  10. Williams SJ, Calnan M. Key Determinants of Consumer Satisfaction With General Practice. Family Practice. 1991;8(3):237-42.
  12. Andaleeb SS. Service quality perceptions and patient satisfaction: a study of hospitals in a developing country. Social Science & Medicine. 2001;52(9):1359-70.
  14. Pakdil F, Harwood TN. Patient satisfaction in a preoperative assessment clinic: an analysis using SERVQUAL dimensions. Total Quality Management & Business Excellence. 2005;16(1):15-30.
  16. Mirfakhradini H, Mirfakhradini F, Sadr Bafghi M. Investigating rate of iatric tourisms’ satisfaction and prioritizing the effective factors on it via Fuzzy TOPSIS approach. SSU_Journals. 2013;20(5):668-78.
  18. Carson PP, Carson KD, Roe CW. Toward Understanding the Patientʼs Perception of Quality. The Health Care Manager. 1998;16(3):36-42.
  20. de Ruyter K, Bloemer J, Peeters P. Merging service quality and service satisfaction. An empirical test of an integrative model. Journal of Economic Psychology. 1997;18(4):387-406.
  22. Liljander V, Strandvik T. The nature of customer relationships in services. 1995;4:xxiii-xxiv.
  24. Oliver RL. A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research. 1980;17(4):460.
  26. Scotti DJ, Harmon J, Behson SJ. Links among high-performance work environment, service quality, and customer satisfaction: an extension to the healthcare sector. J Healthc Manag. 2007 Mar-Apr;52(2):109-24; discussion 24-5.14.
  27. Qin H, Prybutok VR. Perceived Service Quality in the Urgent Care Industry. çevrimiçi: http://www swdsi org/swdsi2009/Papers/9N03 pdf, erişim tarihi. 2009;10.
  29. Taylor C, Benger JR. Patient satisfaction in emergency medicine. Emerg Med J. 2004 Sep;21(5):528-32.
  31. Weinick RM, Betancourt RM. No appointment needed: the resurgence of urgent care centers in the United States: California Healthcare Foundation; 2007.
  33. Lau FL. Can communication skills workshops for emergency department doctors improve patient satisfaction? J Accid Emerg Med. 2000 Jul;17(4):251-3.
  35. McKinley RK, Roberts C. Patient satisfaction with out of hours primary medical care. Qual Health Care. 2001 Mar;10(1):23-8.
  37. Asenjo M, Bustamante P. Emergency service funding strategies. Emergencias. 2013;25:74-6.20.
  38. Ibarra LE, Casas V, Partida AL. Adapting the Servqual Scale to a Private Hospital Emergency Services: An Empirical Investigation. Chinese Business Review. 2014;13(5).
  40. Headley DE, Bowen BD. International airline quality measurement. Journal of Air Transportation World Wide. 1997;2(1):55-63.
  42. Tan KC, Pawitra TA. Integrating SERVQUAL and Kano’s model into QFD for service excellence development. Managing Service Quality: An International Journal. 2001;11(6):418-30.
  44. Scardina SA. SERVQUAL: a tool for evaluating patient satisfaction with nursing care. J Nurs Care Qual. 1994 Jan;8(2):38-46.
  46. Martinez JA, Martinez L. Some insights on conceptualizing and measuring service quality. Journal of Retailing and Consumer Services. 2010;17(1):29-42.
  48. Mowen JC, Licata JW, McPhail J. Waiting in the emergency room: how to improve patient satisfaction. Marketing Health Services. 1993;13(2):26.
  50. Ghobadian A, Speller S, Jones M. Service Quality. International Journal of Quality & Reliability Management. 1994;11(9):43-66.
  52. Nurihekmat S. The use of the service quality (SERVQUAL) in Rasool Akram hospital. 2006.
  54. Rajabipoor Meybodi A, Farid D, Rajabipoor Meybodi T. EVALUATION OF REMEDIAL SERVICES QUALITY OF HOSPITALS BY USING SERVQUAL SCALE (CASE STUDY: EDUCATING HOSPITALS DEPENDENCE TO MEDICINE UNIVERSITY OF YAZD). Journal of Urmia Nursing And Midwifery Faculty. 2009;7(4):0-.
  56. Jnabady H, Abeli K, Nasti Zayi N, Yaghubi N. The gap between expectations and perception of the quality of health care in health care services provided in health care centers of Zahedan using SERVQUAL model. 2011;10(4):457-49.
  58. Arjmand S. Determine the gap between expectations and perceptions components of quality of health care of patients Medical University of Shiraz. 2011.
  60. Tarrahi M, Hamouzadeh P, Bijanvand M, Lashgarara B. The quality of health care services provided in health care centers of Khorramabad using SERVQUAL model in 2010. Yafteh Journal. 2012;14(1):13.
  62. Lim YST. Service quality, customer satisfaction and behavioural intentions in the service factory. Journal of service marketing. 2000;20(1):69-156.
  64. Mi Dahlgaard‐Park S, Karassavidou E, Glaveli N, Papadopoulos CT. Quality in NHS hospitals: no one knows better than patients. Measuring Business Excellence. 2009;13(1):34-46.
  66. Dean AM. The applicability of SERVQUAL in different health care environments. Health Mark Q. 1999;16(3):1-21.
  68. Wong JCH. Service quality measurement in a medical imaging department. International Journal of Health Care Quality Assurance. 2002;15(5):206-12.
  70. Çaha H. Service quality in private hospitals in Turkey. Journal of Economic and Social Research. 2007;9(1):55-69.
  72. Papanikolaou V, Zygiaris S. Service quality perceptions in primary health care centres in Greece. Health Expect. 2014 Apr;17(2):197-207
آمار
تعداد مشاهده مقاله: 4,375
تعداد دریافت فایل اصل مقاله: 1,649


سامانه مدیریت نشریات علمی. قدرت گرفته از سیناوب