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easuring hospital Service Quality Gap from the viewpoint of inpatients in educational hospitals of Qazvin University of Medical Sciences: Applying Importance-Performance Analysis (2012-13)
Background: Providing high quality service is one of the main functions in the health system Customer satisfaction is at the core of any organization and it is considered to be the ultimate goal of any organizational strategy. Patients’ satisfaction is a dominant concept in medical care And has an important role in healthcare process and certainly reflects the quality of care. Measurement of service quality is a basic prerequisite for improving quality. This study aims to analyze service quality through Importance-performance Analysis tool in hospitals at hospitals under auspices of Qazvin University of Medical Sciences.
Materials & Methods : This descriptive-analytic article aims to was done on 298 patients at hospitals under auspices of Qazvin University of Medical Sciences; it is designed to evaluate the quality of health to determine the strengths and weaknesses of service quality. A standardized SERVQUAL was employed to measure quality of services and the reliability and validity of this questionnaire has previously been confirmed by studies both in Iran and other countries.This study were surveyed according to Importance- Performance Analysis (IPA) model. In this model, each component of five servqual dimentions is evaluated in two dimensions of importance and performance. Data analysis was done using SPSS software and ANOVA tests were performed.
Results: The results showed that there were significant correlation between patients’ importance and performance in all dimensions of quality (p0.05). The Reliability (2.36) and Assurance (2.24) dimensions have the most and responsiveness dimension (1.98) has the lowest gap. In addition the importance-performance grid shows that 4 “Keep up the good work”(1), “Concentrate here”(2),
Assurance 18(7): 516-532.