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نویسندگان مقالات پربازدید :
دهمین کنفرانس بین المللی مهندسی صنایع
جزئیات رویداد
همایش ، رویداد ، ژورنال
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  • assessment of service quality within the healthcare industry

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    جزئیات بیشتر مقاله
    • تاریخ ارائه: 1392/01/01
    • تاریخ انتشار در تی پی بین: 1392/01/01
    • تعداد بازدید: 932
    • تعداد پرسش و پاسخ ها: 0
    • شماره تماس دبیرخانه رویداد: -
     today, the quality of perceived products and services is a competitive factor from the customers' viewpoint. recognizing customers' perceptions and expectations is the first step in quality improvement. accordingly, the current study is an attempt to measure service quality based upon the patients' perceptions and expectations. it aims to determine the problem of primary health services provided in the health centers using service recipients' perceptions and expectations. in this study, we observed a negative gap in all quality dimensions. overall quality gap was -0.63 and the highest level of quality gap was in the reliability (-0.78) and the lowest level of quality gap was in the empathy (-0.25). there was no significant relationship between the patients' age and education, and quality gap (p>0.05). the most critical issues facing hospital were their own physicians and hospital staffs’ the reliability dimension was rated as the most important service, provide high quality service and get patients' trust and confidence and their sufficient humility and professional expertise. the results showed that there was a gap between the current situation and the desired state of healthcare quality, which could be reduced with proper planning, management and training. physicians are suggested to fully explain the disease conditions to patients. health care workers have to consider ethical codes and they should be equipped with the latest knowledge.

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