Investigation of Outpatient Service Quality in Hospitals Affiliated with Iran University of Medical Sciences in 2020: A Short Report

Farrokhi, Pouria; Rahmani, Hojjat; Aryankhesal, Aidin; Bagherzadeh, Rafat; Asghari, Mahdieh; Aghaei Hashjin, Asgar

doi:10.52547/jrums.21.7.785

Volume 21, Issue 7 (10-2022) JRUMS 2022, 21(7): 785-794 | Back to browse issues page

‎ 10.52547/jrums.21.7.785

‎ 20.1001.1.17353165.1401.21.7.2.1

Ethics code: IR.IUMS.REC.1398.403

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Farrokhi P, Rahmani H, Aryankhesal A, Bagherzadeh R, Asghari M, Aghaei Hashjin A. Investigation of Outpatient Service Quality in Hospitals Affiliated with Iran University of Medical Sciences in 2020: A Short Report. JRUMS 2022; 21 (7) :785-794
URL: http://journal.rums.ac.ir/article-1-6567-en.html

Investigation of Outpatient Service Quality in Hospitals Affiliated with Iran University of Medical Sciences in 2020: A Short Report

Pouria Farrokhi

, Asgar Aghaei Hashjin

School of Health Management and Information Sciences, Iran University of Medical Sciences, Tehran, Iran

Abstract: (926 Views)

Background and Objectives: The current study aimed to evaluate outpatient service quality from the perspective of employees in hospitals affiliated with Iran University of Medical Sciences in 2020.
Materials and Methods: In this descriptive study, 100 clinical and non-clinical employees were selected through a simple random sampling method from four teaching hospitals. Data were collected by using a standard SERVQUAL questionnaire. Data were analyzed using independent t-test.
Results: Approximately 77% of the employees participated in the study. The mean scores of the employees' expectations and perceptions of service quality were 4.72 and 3.96 out of 5, respectively. In comparing the mean scores of perceptions and expectations, the highest and lowest gaps were related to the dimensions of tangibility (gap=-1.22) and empathy (gap=-0.50), respectively.
Conclusion: There was a significant gap in all dimensions of expectations and perceptions. Therefore, in order to minimize the existing gap, managers and policy makers are suggested to pay more attention.
Key words: Service quality, Outpatient services, Employees, SERVQUAL
Funding: This study did not have any funds.
Conflict of interest: None declared.
Ethical approval: The National Committee of Ethics in Biomedical Research approved the study (IR.IUMS.REC.1398.403).
How to cite this article: Farrokhi Pouria, Rahmani Hojjat, Aryankhesal Aidin, Bagherzadeh Rafat, Asghari Mahdieh, Aghaei Hashjin Asgar. Investigation of Outpatient Service Quality in Hospitals Affiliated with Iran University of Medical Sciences in 2020: A Short Report. J Rafsanjan Univ Med Sci 2022; 21 (07): 785-94. [Farsi]

Keywords: Service quality, Outpatient services, Employees, SERVQUAL