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:: Volume 15, Issue 4 (Winter 2014) ::
J Mil Med 2014, 15(4): 273-279 Back to browse issues page
Assessing Quality of Healthcare Service by the SERVQUAL Model: A Case Study of a Field Hospital
Mehdi Ajam, Jamil Sadeghifar, Mina Anjomshoa, Saeid Mahmoudi, Hasan Honarvar, Seyyed Meysam Mousavi *
Research Center for Modeling in Health, Institute for Futures Studies in Health, Kerman University of Medical Sciences, Kerman, Iran- Department of Health Management and Economics, School of Public Health, Tehran University of Medical Sciences, Tehran, Iran , m-mousavi@razi.tums.ac.ir
Abstract:   (11233 Views)

Aims: Identifying quality gap of services provided by hospital lead to preparing improvement projects and programs. This study intends to determine the quality gap in healthcare services provided by Shahid Elmi Field Hospital from the view point of Patients.

Methods: In this cross-sectional study, 100 patients admitted to the hospital in 2011 were selected randomly for the study. The data gathered through SERVQUAL Standard Questioner. The content validity and reliability was confirmed by specialist opinions and Cronbach's alpha coefficient, respectively. Data analysis was conducted using descriptive statistics and two-sample t, Pearson correlation and ANOVA tests, using SPSS version 18.

Results: According to the patients' views, there is a positive quality gap in delivered services. The highest mean score of the negative and positive quality gap were related to Responsiveness (-0.02) and access (0.035) respectively. There was a significant relation between the frequency of referral and the quality empathy (p=0.05).

Conclusion: According to the results, the delivered services of the studied Field hospital is higher than the expectations of patients. It is recommended that processes related to delivery of services, in all dimensions of services’ quality particularly responsiveness and assurance, should be identified and reengineered.

Keywords: Service Quality, Health Services, Field Hospital, SERVQUAL
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Type of Study: Orginal Research | Subject: military medcine
Received: 2012/12/3 | Accepted: 2013/12/11 | Published: 2014/03/17
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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
URL: http://militarymedj.ir/article-1-1088-en.html


Volume 15, Issue 4 (Winter 2014) Back to browse issues page
مجله طب‌نظامی Journal Mil Med
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