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基于SERVQUAL模型从患者视角看伊朗医院的服务质量：系统评价与荟萃分析

Service Quality in Iranian Hospitals From Patients' Perspectives Based on the SERVQUAL Model: A Systematic Review and Meta-Analysis.

作者信息

Alizadeh Tara, Noveiry Marzieh Jahani Sayad, Karkhah Samad, Leyli Ehsan Kazemnezhad, Kohan Kobra Salami, Vajargah Pooyan Ghorbani

机构信息

Department of Medical-Surgical Nursing, School of Nursing and Midwifery Guilan University of Medical Sciences Rasht Iran.

Department of Biostatistics, School of Health, Road Trauma Research Center Guilan University of Medical Sciences Rasht Iran.

出版信息

Health Sci Rep. 2025 Jan 22;8(1):e70362. doi: 10.1002/hsr2.70362. eCollection 2025 Jan.

DOI:10.1002/hsr2.70362
PMID:39846046
原文链接:https://pmc.ncbi.nlm.nih.gov/articles/PMC11752147/
Abstract

BACKGROUND

This study aimed to evaluate the service quality in Iranian hospitals from patients' perspectives based on the SERVQUAL model.

MATERIALS AND METHODS

A thorough exploration of online electronic databases, including Scopus, PubMed, Web of Science, IranMedex, and the Scientific Information Database (SID), was undertaken using keywords extracted from Medical Subject Headings such as "Quality of Health Care," "Hospital," and "Patients" spanning from the earliest available records up to August 11, 2023.

RESULTS

In the context of 25 cross-sectional studies encompassing a collective participant pool of 8021 hospitalized patients in Iranian medical facilities, an assessment of patients' perspectives on the quality of hospital services revealed a mean perception score of 3.54 (SE = 0.08). Concurrently, the mean expectation score for the quality of services was determined to be 4.43 (SE = 0.06). Using the SERVQUAL model, the overall disparity between patients' perceptions and expectations was calculated as -0.89. Subsequent examination of specific dimensions within the SERVQUAL framework revealed gaps between patients' perceptions and expectations in the tangibility dimension (-0.84), reliability dimension (-0.94), responsiveness dimension (-0.91), assurance dimension (-0.89), and empathy dimension (-0.82).

CONCLUSION

Therefore, healthcare administrators consider the study's findings as a motivating force to initiate measures aimed at improving service quality in Iranian hospitals. Tackling the recognized shortcomings and areas requiring enhancement holds the promise of raising patient satisfaction levels and, consequently, improving overall healthcare outcomes.

摘要

背景

本研究旨在基于SERVQUAL模型，从患者角度评估伊朗医院的服务质量。

材料与方法

使用从医学主题词中提取的关键词，如“医疗保健质量”“医院”和“患者”，对包括Scopus、PubMed、科学网、伊朗医学数据库和科学信息数据库（SID）在内的在线电子数据库进行了全面检索，检索时间跨度从最早的可用记录到2023年8月11日。

结果

在25项横断面研究中，共纳入了伊朗医疗机构的8021名住院患者。对患者对医院服务质量的看法进行评估后发现，平均感知评分为3.54（标准误=0.08）。同时，服务质量的平均期望评分为4.43（标准误=0.06）。使用SERVQUAL模型计算得出，患者感知与期望之间的总体差距为-0.89。随后对SERVQUAL框架内的具体维度进行检查发现，患者在有形性维度（-0.84）、可靠性维度（-0.94）、响应性维度（-0.91）、保证性维度（-0.89）和移情性维度（-0.82）的感知与期望之间存在差距。

结论

因此，医疗管理者应将本研究结果作为推动采取措施改善伊朗医院服务质量的动力。解决已认识到的缺点和需要改进的领域，有望提高患者满意度，从而改善整体医疗结果。

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The PRISMA 2020 statement: An updated guideline for reporting systematic reviews.PRISMA 2020 声明：系统评价报告的更新指南。
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Assessing Medical Tourism Services Quality Using SERVQUAL Model: A Patient's Perspective.从患者角度出发，运用SERVQUAL模型评估医疗旅游服务质量
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Patients' Expectations and Perceptions of Service Quality in the Selected Hospitals.所选医院中患者对服务质量的期望与认知
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