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:: Volume 20, Issue 5 (9-2018) ::
J Shahrekord Univ Med Sci 2018, 20(5): 116-128 Back to browse issues page
Perceived service quality delivered to adult chronic hemodialysis patients in public and charity hospitals based on Servqual model
Mansoureh Majlesi , Ghasem Yadegarfar * , Mohammad Sodavi , Elahe Khorasani , Parisa Zakeri , Tayebe Baghaei , Nasrollah Sharifi Faradonbeh
Heart Failure Research Centre, Epidemiology and Biostatistics Dept., Isfahan University of Medical Sciences, Isfahan, I.R. Iran
Abstract:   (2389 Views)

Background and aims: Public and private health organizations need to perform research and development programs and implement quality improvement programs for their survival and success. The aim of this study was to assess quality of care services delivered at public and private health centres to chronic haemodialysis patients.
Methods: This is a descriptive-analytical cross-sectional study. Required data were collected from 5 haemodialysis centres of Isfahan (three public and two charity health centres) from April to June 2016 using the Servqual questionnaire which translated into Farsi and standardised. The questionnaire had two sections: the first section included demographic data and the second part had 25 questions to measure the quality of services provided to patients in five dimensions: touchable and physical, service reliability, accountability, guarantee of committed and empathy services. The Pearson correlation coefficient and t-test were used to analyze data using SPSS.
Results: In the present study, the findings showed the largest gap on quality of services was for physical scale by 1.64 and the lowest gap for reliability of services by 0.93 in comparison between public and charity health centres. There were also significant differences between demographic characteristics including, education, income level, and age and dimensions of perceived service quality (P<0.001).
Conclusion: The results show that in all five dimensions, servqual service quality was considered between expectations and perceptions of patients. Therefore, health care providers and employees should pay more attention to the opinions and opinions of patients and use the feedback to solve existing problems and improve the quality of services.

Keywords: Service quality, Haemodialysis, Servqual
Full-Text [PDF 815 kb]   (309 Downloads)    
Type of Study: Research | Subject: health services management
Received: 2016/08/17 | Accepted: 2018/03/6 | Published: 2019/05/29
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Majlesi M, Yadegarfar G, Sodavi M, Khorasani E, Zakeri P, Baghaei T et al . Perceived service quality delivered to adult chronic hemodialysis patients in public and charity hospitals based on Servqual model. J Shahrekord Univ Med Sci. 2018; 20 (5) :116-128
URL: http://journal.skums.ac.ir/article-1-3044-en.html

Volume 20, Issue 5 (9-2018) Back to browse issues page
مجله دانشگاه علوم پزشکی شهرکرد Journal of Shahrekord University of Medical Sciences
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