پایان نامه رایگان با موضوع perceptions، Public Health، Perception

Assurance 18(7): 516-532.
Murphy K.( 2007). A Qualitative study explaining nurses’ perceptions of quality care for older people in long-term care settings in Ireland. Journal of Clinical Nursing.;16(3):477-85.
Navuluri RB(2002). Documentation: What, Why, When, Where, Who, and How?. Available in:www. Graduat research.com visited on 2002.
Nekoei Moghadam M, Amiresmaili MR(2011). Hospital services quality assessment: Hospitals of Kerman University of Medical Sciences, as a tangible example of a developing country. International Journal of Healthcare Quality Assurance; 24 (1): 57-66. [Persian]
Newman, K. (2001). “Interrogating SERVQUAL: a critical assessment of service quality measurement in a high street retail bank.” International Journal of Bank Marketing 19(3): 126-139.
Olsen, L. L. and M. D. Johnson (2003). “Service equity, satisfaction, and loyalty: from transaction-specific to cumulative evaluations.” Journal of Service Research 5(3): 184-195.
O’Malley, J. F. (1997). Ultimate Patient Satisfaction: Designing and Implementing an Effective Patient Satisfaction Program, McGraw-Hill.
Palihawadana D, Barnes BR(2004). The measurement and management of service quality in dental health care. Health Ser Manage Res,: 17.
Parasuraman, A., V. A. Zeithaml and L. L. Berry (1985). “A conceptual model of service quality and its implications for future research.” The Journal of Marketing: 41-50.
Parasuraman, A., V. A. Zeithaml and L. L. Berry (1988). “Servqual.” Journal of retailing 64(1): 12-40.
Parasuraman, A. (1998). “Customer service in business-to-business markets: an agenda for research.” Journal of Business & Industrial Marketing 13(4/5): 309-321.
Prattana Punnakitikashem, Nattapan Buavaraporn, Patchaya Maluesri and Kanokporn Leeartapin(2012). Health Care Service Quality: Case Example of a Hospital with Lean Implementation.POMS 23 rd Annual Conference, Chicago, Illinois, U.S.A. April 20 to April 23 .Abstract number: 025-1232.
Prugsamatz, S., R. Pentecost and L. Ofstad (2006). “The influence of explicit and implicit service promises on Chinese students’ expectations of overseas universities.” Asia Pacific Journal of Marketing and Logistics 18(2): 129-145.
Sahney, S., D. K. Banwet and S. Karunes (2003). “Enhancing quality in education: application of quality function deployment-an industry perspective.” Work Study 52(6): 297-309.
Santos, J. (2003). “E-service quality: a model of virtual service quality dimensions.” Managing service quality 13(3): 233-246.
Schulmeister, L., K. Quiett and K. Mayer (2005). Quality of life, quality of care, and patient satisfaction: perceptions of patients undergoing outpatient autologous stem cell transplantation. Oncology nursing forum, Onc Nurs Society.
See, L.-C., F.-L. Teng, P.-I. Peng, Y.-M. Shen and Y.-J. Lo (2010). “Implementation of Premarital Health Examination(PHE): An Importance-Performance Analysis from Participants who Took PHE in Taiwan.” Open Family Studies Journal 3: 1-9.
Shabbir, S., H. R. Kaufmann and M. Shehzad (2010). “Service quality, word of mouth and trust: Drivers to achieve patient satisfaction.” Scientific Research and Essays 5(17): 2457-2462.
Shahin, A. (2006). SERVQUAL and model of service quality gaps: a framework for determining and prioritizing critical factors in delivering quality services, Andhra Pradesh: ICFAI University Press: 117-131.
Sharma, B. and D. Gadenne (2001). “An investigation of the perceived importance and effectiveness of quality management approaches.” The TQM Magazine 13(6): 433-445.
Skok, W., A. Kophamel and I. Richardson (2001). “Diagnosing information systems success: importance-performance maps in the health club industry.” Information & Management 38(7): 409-419.
Slack, N. (1994). “The importance-performance matrix as a determinant of improvement priority.” International Journal of Operations & Production Management 14(5): 59-75.
Smith, S. and C. Costello (2009). “Culinary tourism: Satisfaction with a culinary event utilizing importance-performance grid analysis.” Journal of Vacation Marketing 15(2): 99-110.
Sodani, P. (2012). “Managing quality in health care.” WHO South-East Asia Journal of Public Health: 119.
Sohail SM(2003). Service quality in hospitals: more favorable than you might think. Managing service quality; 13(3): 197-206.
Sahney, S., D. Banwet and S. Karunes (2006). “An integrated framework for quality in education: Application of quality function deployment, interpretive structural modelling and path analysis.” Total Quality Management & Business Excellence 17(2): 265-285.
Somwong Ch(2008). An assessment of patient view of service quality in Thai low cost carriers.RU.Int.J;2(1);71-81.
Tan, K. C. and T. A. Pawitra (2001). “Integrating SERVQUAL and Kano’s model into QFD for service excellence development.” Managing Service Quality 11(6): 418-430.
Ting, D. H. (2004). “Service quality and satisfaction perceptions: curvilinear and interaction effect.” International Journal of Bank Marketing 22(6): 407-420.
Tsokatous E, Marwa S, Rand G K(2004). Diagnosis And Improvement Of Service Quality In The Insurance Industries Greece And Kenya. Lancaster University Management School Working Paper. No 2004/046.Uk: Lancaster, The Department Of Management Science, Lancaster University Management School.
Tyrrell, T. J. and M. J. Okrant (2004). “Importance-performance analysis: Some recommendations from an economic planning perspective.” Tourism Analysis 9: 63-76.
Tzeng, G.-H. and H.-F. Chang (2011). “Applying importance-performance analysis as a service quality measure in food service industry.” Journal of technology management & innovation 6(3): 106-115.
Vajargah, F., et al. (2011). “Quality assurance in training based on the importance/performance analysis model.” EDCBMJ 4(2): 57-65.
Van Duong, D., C. W. Binns, A. H. Lee and D. B. Hipgrave (2004). “Measuring client-perceived quality of maternity services in rural Vietnam.” International Journal for Quality in Health Care 16(6): 447-452.
Wisniewski, M. and H. Wisniewski (2005). “Measuring service quality in a hospital colposcopy clinic.” International Journal of Health Care Quality Assurance 18(3): 217-228.
Wong, J. C. (2002). “Service quality measurement in a medical imaging department.” International Journal of Health Care Quality Assurance 15(5): 206-212
Wong, A. and A. Sohal (2003). “Service quality and customer loyalty perspectives on two levels of retail relationships.” Journal of services marketing 17(5): 495-513.
Woods SL, Sivarajan ES, Underhill MS(2000). Cardiac nursing. 4th ed. Philadelphia: Lippincott Co: 760 – 768.
Yavas, U., M. Benkenstein and U. Stuhldreier (2004). “Relationships between service quality and behavioral outcomes: a study of private bank customers in Germany.” International Journal of Bank Marketing 22(2): 144-157.
Ye?ilada, F. and E. Direkt?r (2010). “Health care service quality: A comparison of public and private hospitals.” African Journal of Business Management 4(6): 962-971.
Zairi, M. (2000). “Managing customer dissatisfaction through effective complaints management systems.” The TQM Magazine 12(5): 331-337.
zeithaml, V. Parasuraman, A. Berry, L.,(1990). Delivering Quality Service balancing Customer Perceptions and Expectation. New york: Macmillan Ltd.
Zeithaml, V. A And Bitner, Mary, J. (1996). Service Marketing, New York: Mc Graw Hill.
Zeithaml, V.A., Bitner, M.J. (2000). Services Marketing: Integrating Customer Focus across the Firm, McGraw-Hill, New York, NY
Zineldin, M. (2000). TRM: total relationship management, Studentlitteratur.
Zhang, Z. (2001). “Implementation of total quality management: an empirical study of Chinese manufacturing firms.”
Abstract
M
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),

دیدگاهتان را بنویسید