Department of Health Service Management, Shiraz University of Medical Sciences, Shiraz, Iran.
Department of Public Health, Esfarayen Faculty of Medical Sciences, Esfarayen, Iran.
J Pak Med Assoc. 2020 Oct;70(10):1709-1713. doi: 10.47391/JPMA.865.
To determine the quality of service being provided in a hospital in southern Iran and to evaluate it from patients' perspective.
The cross-sectional study was conducted at a general university hospital in Shiraz, southern Iran, in two phases in 2015. The first phase comprised a survey based on SERVQUAL method-ServQual stands for Service Quality- and collected data from hospitalised patients. In second stage Decision Making Trial and Evaluation (DEMATEL) technique was employed to prioritize quality factors identified in first stage to suggest action. The second phase comprised experts who determined the relationship between 5 quality aspects and 14 criteria in line with DEMATEL matrixes. SPSS 16 was used for data analysis.
Of the 208 subjects in the first phase, 103(49.5%) were men and 105(50.5%) were women. The second phase had 12 experts from among the senior nursing staff. In all the five aspects of service quality, the hospital was not able to meet the expectations of the patients (p<0.001). DEMATEL analysis indicated responsiveness as the most important element for improving service quality, followed by reliability, empathy, assurance and tangibility.
The authorities running the hospital needed to eliminate the negative gap and improve service quality by taking necessary measures.
确定伊朗南部一家医院的服务质量，并从患者的角度进行评估。
本横断面研究于 2015 年分两个阶段在伊朗南部设拉子的一所综合性大学医院进行。第一阶段采用基于 SERVQUAL 方法（服务质量的简称）的调查，从住院患者那里收集数据。在第二阶段，采用决策试验和评价实验室（DEMATEL）技术对第一阶段确定的质量因素进行优先级排序，以提出建议。第二阶段包括专家，他们根据 DEMATEL 矩阵确定了 5 个质量方面和 14 个标准之间的关系。使用 SPSS 16 进行数据分析。
在第一阶段的 208 名受试者中，有 103 名（49.5%）是男性，105 名（50.5%）是女性。第二阶段有 12 名来自高级护理人员的专家。在服务质量的所有五个方面，医院都未能满足患者的期望（p<0.001）。DEMATEL 分析表明，响应性是提高服务质量的最重要因素，其次是可靠性、同理心、保证和有形性。
医院的管理当局需要采取必要措施消除负面差距，提高服务质量。
