[Home ] [Archive]   [ فارسی ]  
:: Main :: About :: Current Issue :: Archive :: Search :: Submit :: Contact ::
:: Volume 2, Issue 3 (Journal of Clinical and Basic Research(JCBR) 2018) ::
jcbr 2018, 2(3): 39-44 Back to browse issues page
Assessment of Customer Satisfaction with Quality of Services Provided in Maternity Ward of Shahid Sayyad Shirazi Hospital in Gorgan, Iran
Parvin Vizvari 1, Maryam Moradi 2, Leila Asadi * 3
1- Faculty of Medicine, Islamic Azad University, Sari Branch, Sari, Iran
2- Counseling and Reproductive Health Research Center, Golestan University of Medical Sciences, Gorgan, Iran
3- School of Nursing and Midwifery, Tehran University of Medical Sciences, Tehran, Iran
Abstract:   (18 Views)
Background and objectives: Identifying gaps in the quality of services provided by medical centers can be useful for developing healthcare quality improvement plans. The purpose of this study was to assess satisfaction of clients with the quality of services in a maternity ward using the SERVQUAL model.
 methods: This descriptive-analytical study was conducted on 175 women hospitalized in the maternity ward of Shahid Sayyad Shirazi Hospital in Gorgan, Iran. Data were collected using a demographic information questionnaire and a standard SERVQUAL questionnaire comprising 22 questions on service quality in five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The questionnaire was completed at the time of admission and after receiving the services to measure expectations and perceptions, respectively. The data were analyzed with SPSS (version 16) using paired sample t-test.
Results: Most subjects were homemaker (92.35%) and pregnant for the first time (44.12%), and had high school diploma (43.53%). The level of expectations and perceptions in all dimensions was significantly higher than average (P=0.00009). There were significant negative gaps between the subjects’ expectations and perceptions in all dimensions of service quality (P=0.00009).  
Conclusions: The negative gap in the dimensions of service quality indicates the high-level expectations of clients in the maternity ward. Based on the clients’ perceptions, their satisfaction was below their expectations after receiving the services, which created a negative gap. The high expectations of clients can be attributed to the raise in awareness of the community towards provision of health services and improvement of the healthcare system. Thus, the quality of the services provided and equipment used in hospitals should be high enough to meet the expectations of clients to a reasonable degree.
Keywords: SERVQUAL model, services, customer satisfaction, teaching hospitals, Gorgan
Full-Text [PDF 326 kb]   (7 Downloads)    
Article Type: Research | Subject: Medicine
Received: 2018/12/7 | Accepted: 2018/12/7 | Published: 2018/12/7
References
1. Tofighi Sh., Sadeghifar J., Hamouzadeh P., Afshari S., Foruzanfar F., Taghavi Shahri S. M. Quality of educational services from the viewpoints of students SERVQUAL model. Educ Strategy Med Sci. 2011; 4 (1) :21-26.
2. Kaplan RS, Robert NP, Davenport THو, Norton DP. The strategy-focused organization: How balanced scorecard companies thrive in the new business environment: Harvard Business Press; 2000.
3. Latifian A, Khadiviyan A. Analysis of service quality gap based on modified servqual model "a case study of mashhad petroleum industry health organization". journal of healthcare management; 2015, 6(2) [In persion].
4. Bell R, Knuich MJ. How to use patient satisfaction data to improve healthcare quality. Journal for Healthcare Quality. 2001;23(4):45. [DOI:10.1097/01445442-200107000-00016]
5. Zanjirani DM, Ebrahimi M, Baghmollaie MM. Designing a Method Based on the Combination of Service Quality Measurement Models Using Multi Attribute Decision Making Techniques: Case Study of. Ṭibb-i junūb. 2010;13(4):273-9.
6. Lewis RC, Booms B. The marketing aspects of service quality. In: AMA proceedings. Chicago: American Marketing Association; 1983. p. 99–104.
7. Heydari Z, Mohammadi R. Evaluation of the quality of educational services based on the SERVQUAL model. Journal of Educational Measurement & Evaluation Studies. 2015; 5(11):119-142
8. Parasuraman A, Berry LL, Zeithaml VA. Refinement and reassessment of the SERVQUAL scale. Journal of retailing. 1991;67(4):420. 9- Finn DW, Lamb CW. An evaluation of the SERVQUAL scales in a retailing setting. Advances in consumer research. 1991; 18(1):483-90.
9. Singh R. SERVQUAL and model of service quality gaps: A frame work for determining and prioritizing critical factor from faculty perspective in higher education. INTERNATIONAL JOURNAL OF ENGINEERING SCIENCE AND TECHNOLOGY 2010;2:3297-304.
10. Zafiropoulos C. Students' attitudes about educational service quality. The Cyprus Journal of Sciences. 2006; 4: 13-24. Arambewela R, Hall J. . Journal of Services Research. 2006; 6(Special): 141-63.
11. Buchanan J, Dawkins P, LM Lindo J. Satisfaction with nursing care in the emergency department of an urban hospital in the developing world: a pilot study. Int Emerg Nurs 2015;23:218-24. [DOI:10.1016/j.ienj.2015.01.001]
12. Khamis K, Njau B. Patients' level of satisfaction on quality of health care at Mwananyamala hospital in Dar esSalaam, Tanzania. BMC Health Serv Res 2014;18:400. [DOI:10.1186/1472-6963-14-400]
13. . Karassavidou E, Niki G, Papadopoulos Chissoleon T. Health Care Quality in Greek NHS Hospitals: No one knows better than patients. Measuring Business Excellence 2009;13:34-46. [DOI:10.1108/13683040910943036]
14. Gorji HA, Tabatabaei SM, Akbari A, Sarkhosh S, Khorasan S. Using the service quality gap's model (SERVQUAL) in Imam Khomeini teaching hospital: 2012. Journal of Health Administration (JHA). 2013;16(51):7-18. [In Persian]
15. Razlansari M , Teimouri B, Alipour Shirsavar H R, Taleghani M , Ashtarian H .Patients' views on perceived.
16. services quality using SERVQUAL Model at educational and medical centers of Kermanshah University of Medical Sciences 2013. Journal of clinical Research in Paramedical Sciences 2013;1:3-5. [In Persian]
17. Toushamal Gh; Hakak M; Heidari H. Evaluation of Quality of Emergency Services in Khorramabad city using the SERVQUAL model. Yafte, 2015; 17(1):78-86. [In Persian]
18. Hekmatpour D, Sourani M, Farazi A, Fallahi Z, Lashgarra B. Evaluation of the quality of health care services of hospitals affiliated to Arak University of Medical Sciences and Health Services using the SERVQUAL model in 2011. Journal of Arak medical University 2012; 15(7):1-9. [In Persian]
19. Muhammad Butt M, Cyril de Run E. Private healthcare quality: applying a SERVQUAL model. International journal of health care quality assurance. 2010 ;23(7):658-73. [DOI:10.1108/09526861011071580]
20. Cheng Lim P, Tang NK., A study of patients expectations and satisfaction in Singapore hospital, International Journal Health care Quality Assurance 2000;13(7):290-299. [DOI:10.1108/09526860010378735]
21. Zarei A, Arab M, Rahimi A, Rashidian A, Ghazi Tabatabaie M. Service quality of private hospitals: The Iranian patients perspective, BMC Health Service Research 2012,12(1):31. [DOI:10.1186/1472-6963-12-31]
22. Ajam M, Sadeghifar J, Anjomshoa M, Mahmoudi S, Honarvar H, Mousavi S M. Assessing Quality of Healthcare Service by the SERVQUAL Model: A Case Study of a Field Hospital. J Mil Med. 2014; 15 (4) :273-279. [In persion].
23. Dotchin JA, Oakland JS. Total quality management in services: Part 3: Distinguishing perceptions of service quality. International Journal of Quality & Reliability Management. 1994;11(4):6-28. [DOI:10.1108/02656719410057926]
Add your comments about this article
Your username or Email:

CAPTCHA code


XML     Print


Download citation:
BibTeX | RIS | EndNote | Medlars | ProCite | Reference Manager | RefWorks
Send citation to:

Vizvari P, Moradi M, Asadi L. Assessment of Customer Satisfaction with Quality of Services Provided in Maternity Ward of Shahid Sayyad Shirazi Hospital in Gorgan, Iran. jcbr. 2018; 2 (3) :39-44
URL: http://jcbr.goums.ac.ir/article-1-159-en.html


Volume 2, Issue 3 (Journal of Clinical and Basic Research(JCBR) 2018) Back to browse issues page
Journal of Clinical and Basic Research Journal of Clinical and Basic Research
Persian site map - English site map - Created in 0.05 seconds with 31 queries by YEKTAWEB 3790