TY - JOUR
T1 - Healthcare quality
T2 - applying a SERVUSE model
AU - Mahmoudian, Payam
AU - Ebrahimipour, Hossein
AU - Doosti, Hassan
AU - Vafaee Najar, Reza
AU - Haghighi, Hajar
AU - Hooshmand, Elaheh
AU - Hosseini, Seyede-Elahe
PY - 2024
Y1 - 2024
N2 - The aim of this study was to evaluate service quality that is provided in hospitals affiliated to Mashhad University of Medical Sciences based on SERVUSE model in 2018. In this cross-sectional study, 130 cardiac surgery patients of three hospitals were being investigated using SERVUSE questionnaire. The questionnaire had six dimensions: tangibles, reliability, responsiveness, assurance, empathy and usability. The validity was approved through the content validity and its reliability by using Cronbach's alpha. Data have been analysed by SPSS software. The gap between patient perceptions and expectations were as follows: tangibility (-0.52), usability (-0.23), reliability (-0.22), assurance (-0.21), responsiveness (-0.11) and empathy (0.06) and a significant relationship between expectations and perceptions and variables such as behavioural intention, perceived quality and satisfaction (p-value: 0.001). Managers should pay more attention to improve the physical environment of hospitals, utilise proper equipment in order to reduce quality gaps.
AB - The aim of this study was to evaluate service quality that is provided in hospitals affiliated to Mashhad University of Medical Sciences based on SERVUSE model in 2018. In this cross-sectional study, 130 cardiac surgery patients of three hospitals were being investigated using SERVUSE questionnaire. The questionnaire had six dimensions: tangibles, reliability, responsiveness, assurance, empathy and usability. The validity was approved through the content validity and its reliability by using Cronbach's alpha. Data have been analysed by SPSS software. The gap between patient perceptions and expectations were as follows: tangibility (-0.52), usability (-0.23), reliability (-0.22), assurance (-0.21), responsiveness (-0.11) and empathy (0.06) and a significant relationship between expectations and perceptions and variables such as behavioural intention, perceived quality and satisfaction (p-value: 0.001). Managers should pay more attention to improve the physical environment of hospitals, utilise proper equipment in order to reduce quality gaps.
KW - quality of service
KW - SERVUSE
KW - patient preference
KW - hospital
KW - Iran
UR - http://www.scopus.com/inward/record.url?scp=85201854293&partnerID=8YFLogxK
U2 - 10.1504/IJAOM.2024.140465
DO - 10.1504/IJAOM.2024.140465
M3 - Article
SN - 1758-938X
VL - 15
SP - 349
EP - 364
JO - International Journal of Advanced Operations Management
JF - International Journal of Advanced Operations Management
IS - 4
ER -