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طب و تزکیه، جلد ۲۲، شماره ۲، صفحات ۴۵-۵۲
عنوان فارسی تحلیل شکاف کیفیت خدمات در بیمارستان شهید رهنمون یزد
چکیده فارسی مقاله
کلیدواژه‌های فارسی مقاله جمعیت،سالمندی،هزینه ها،ایران،
عنوان انگلیسی SERVQUAL Gap Analysis in Shahid Rahnemoon Hospital, Yazd, Iran
چکیده انگلیسی مقاله Introduction: The quality of service is a key ingredient in the success of health care organizations.Therefore several tools have been developed to measurement of service quality but the Parasuraman 22item SERVQUAL instrument has been created based on the gap model remains the most widely used in avariety of industries. This study attempts to replicate the SERVQUAL measurement of Parasuraman et alin determining the existence of service gap in Shahid Rahnemoon hospital.Materials and Methods: this descriptive - applied study was carried out through cross-section of methodin 2010. The research population comprised of patients admitted to Shahid Rahnemoon hospital words.61 patients were calculated by sample size formula for unlimited population and obtained randomly. Thedata was collected by 22-item SERVQUAL questionnaire that was designed according to gap model. Dataanalysis was carried out through SPSS and LISREL -software. And Kolmosrof - Smirnoff and paired samplet -test.Results: the results demonstrated that there was a quality gap in Shahid Rahnemoon hospital. In theother hand, the results showed that there were significant differences between expectations and perceptionsof patients in SERVQUAL dimensions. Also, the study identified some critical and problematic items thathave main role in constructing observed quality gap.Conclusion: the existing quality gap means patients expectations exceed their. Perceptions. thus,improvement are needed across SERVQUAL dimensions.
کلیدواژه‌های انگلیسی مقاله Hospital, SERVQUAL, Service quality gap
نویسندگان مقاله
نشانی اینترنتی http://www.tebvatazkiye.ir/article_79453_60c323a8ae280eb189b559d69509a741.pdf
فایل مقاله اشکال در دسترسی به فایل - ./files/site1/rds_journals/148/article-148-1072988.pdf
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