Accepted Manuscript Evaluating Service Quality from Patients’ Perceptions: Application of Importance Performance Analysis Method Rafat Mohebifar, Associate Professor, Hana Hasani, MSc, Ameneh Barikani, Assistant Professor, Sima Rafiei, Assistant Professor PII:
S2210-9099(16)30022-4
DOI:
10.1016/j.phrp.2016.05.002
Reference:
PHRP 348
To appear in:
Osong Public Health and Research Perspectives
Received Date: 14 March 2016 Revised Date:
25 April 2016
Accepted Date: 2 May 2016
Please cite this article as: Mohebifar R, Hasani H, Barikani A, Rafiei S, Evaluating Service Quality from Patients’ Perceptions: Application of Importance Performance Analysis Method, Osong Public Health And Research Perspectives (2016), doi: 10.1016/j.phrp.2016.05.002. This is a PDF file of an unedited manuscript that has been accepted for publication. As a service to our customers we are providing this early version of the manuscript. The manuscript will undergo copyediting, typesetting, and review of the resulting proof before it is published in its final form. Please note that during the production process errors may be discovered which could affect the content, and all legal disclaimers that apply to the journal pertain.
ACCEPTED MANUSCRIPT
Title Page
Type of Manuscript: Original Article
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Rafat Mohebifar1, Hana Hasani2, Ameneh Barikani3, Sima Rafiei4*
1-Associate Professor, Department of Health Management, School of Health, Qazvin University of Medical Sciences, Qazvin, Iran
2- MSc, Department of Health Management, School of Health, Qazvin University of Medical
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Sciences, Qazvin, Iran
3- Assistant Professor, School of Medicine, Qazvin University of medical sciences, Qazvin, Iran
of Medical Sciences, Qazvin, Iran
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4- Assistant Professor, Department of Health Management, School of Health, Qazvin University
Corresponding Author: Sima Rafiei, Department of Health Management, School of Health, Qazvin University of Medical Sciences, Qazvin, Iran
Email Address:
[email protected], Mobile Phone: 09123886817 Sources of Financial Support: None
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Total Number of Pages: 15 Word Counts for Abstract: 214 Word Counts for text: 3452
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Running Title: Evaluating Service Quality from Patients’ Perceptions.
ACCEPTED MANUSCRIPT
Evaluating Service Quality from Patients’ Perceptions: Application of Importance Performance Analysis Method Abstract:
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Purpose: Providing high service quality is one of the main functions of health system. Measuring service quality is the basic prerequisite for improving quality. The aim of this study was to evaluate the quality of service in the teaching hospitals by using importance-performance
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analysis matrix.
Methods: A descriptive - analytic study was conducted through a cross-sectional method in six
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academic hospitals of Qazvin, Iran, in 2012. A total of 360 patients contributed to the study. The sampling technique was stratified random sampling. Required data were collected based on a standard questionnaire (SERVQUAL). Data analysis was done through SPSS
18
statistical
software and importance-performance analysis matrix.
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Results: The results showed a significant gap between importance and performance in all five dimensions of service quality (p10 Days
2
0.67
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>75
Evaluating possible relationships between respondents’ characteristics and their perceptions or expectations toward service quality merely confirmed a statistical significant relationship
association between sex and patients’ expectation.
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between patients’ length of stay and perception toward service quality also a significant
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Table 2. Association between Patients’ Characteristics and their Expectations or Perceptions toward Service Quality
Variable
Sex Education
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Hospitalization Days
Perception
Sig (P)
Sig (P)
0.88
0.11
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Age
Expectation
