Comparison between expectations and perceptions of the patient about quality services in training centers of Neyshabour University of Medical Sciences with SERVQUAL model

Authors
Elahe Daghighbin 1
Yazdan Abdolmohammadi 2
1 Department of Midwifery, Neyshabur branch, Islamic Azad University, Neyshabur, Iran
2 Department of Nursing, Neyshabur branch, Islamic Azad University, Neyshabur, Iran
Abstract
Introduction

It is currently fulfilling the needs and expectations of patients and providing their satisfaction from the main goals of the organization of health services. Because awareness of patients ' perceptions and expectations plays an important role in providing better and more quality health care services, this study aimed to compare expectations of patients with their perceptions of health care quality among educational hospitals in Neyshabur city using the servqual model.

Materials and Methods

A recent cross-sectional study was conducted on 271 patients admitted to Hakim hospitals and 22 Bahman Neyshabur hospitals from 2017 to 2018. A Systematic random sampling method and 22-Question SERVQUAL Questionnaire was used to collect data. Data were analyzed by SPSS software ver 17 and using descriptive and inferential statistics (Independent t, Paired t, Pearson correlation, one-way ANOVA).

Results

The results showed that there is a significant difference between the quality of services provided and the expectations and perceptions of patients in all aspects of the five dimensions (p<0.05). The difference between expectation and perception was related to the dimensions of reliability (-6.57) and responsiveness (-5.27) and the lowest gap was related to the dimension of empathy (-2.94).

Conclusion

The quality analysis of services has led to the awareness of authorities in the areas of patient dissatisfaction and the use of procedures and reduces the distance between expectations and perceptions of patients.
Keywords
Hospital service quality
servqual model
patient
expectations
perceptionsrceptions
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