Jundishapur Journal of Health Sciences

Published by: Kowsar

Analyzing the Quality Gapsin the Services of Rehabilitation Centers Using the SERVQUAL Technique in Ahvaz, Iran

Amin Torabipour 1 , Rezvan Sayaf 2 , * , Reza Salehi 2 and Roya Ghasemzadeh 2
Authors Information
1 Department of Health Services Management, School of Public Health, Ahvaz Jundishapur University of Medical Sciences, Ahvaz, IR Iran
2 Musculoskeletal Rehabilitation Research Center, Ahvaz Jundishapur University of Medical Sciences, Ahvaz, IR Iran
Article information
  • Jundishapur Journal of Health Sciences: January 2016, 8 (1); e60320
  • Published Online: January 9, 2016
  • Article Type: Research Article
  • Received: August 19, 2015
  • Revised: October 31, 2015
  • Accepted: November 3, 2015
  • DOI: 10.17795/jjhs-32560

To Cite: Torabipour A, Sayaf R, Salehi R, Ghasemzadeh R. Analyzing the Quality Gapsin the Services of Rehabilitation Centers Using the SERVQUAL Technique in Ahvaz, Iran, Jundishapur J Health Sci. 2016 ;8(1):e60320. doi: 10.17795/jjhs-32560.

Abstract
Copyright © 2016, Ahvaz Jundishapur University of Medical Sciences. This is an open-access article distributed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/) which permits copy and redistribute the material just in noncommercial usages, provided the original work is properly cited.
1. Background
2. Objectives
3. Patients and Methods
4. Results
5. Discussion
Acknowledgements
Footnotes
References
  • 1. Zarei A, Arab M, Froushani AR, Rashidian A, Ghazi Tabatabaei SM. Service quality of private hospitals: the Iranian patients' perspective. BMC Health Serv Res. 2012; 12: 31[DOI][PubMed]
  • 2. Aghamolaei T, Eftekhaari TE, Rafati S, Kahnouji K, Ahangari S, Shahrzad ME, et al. Service quality assessment of a referral hospital in southern Iran with SERVQUAL technique: patients' perspective. BMC Health Serv Res. 2014; 14: 322[DOI][PubMed]
  • 3. Mosadeghrad AM. Factors influencing healthcare service quality. Int J Health Policy Manag. 2014; 3(2): 77-89[DOI][PubMed]
  • 4. Mosadeghrad AM. A conceptual framework for quality of care. Mater Sociomed. 2012; 24(4): 251-61[DOI][PubMed]
  • 5. Nekoei-Moghadam M, Amiresmaili M. Hospital services quality assessment: hospitals of Kerman University of Medical Sciences, as a tangible example of a developing country. Int J Health Care Qual Assur. 2011; 24(1): 57-66[DOI][PubMed]
  • 6. Peersman W, Jacobs N, De Maeseneer J, Seuntjens L. The Flemish version of a new European standardised outcome instrument for measuring patients' assessment of the quality of care in general practice. Arch Public Health. 2002; 60: 39-58
  • 7. Verbeek J, van Dijk F, Rasanen K, Piirainen H, Kankaanpaa E, Hulshof C. Consumer satisfaction with occupational health services: should it be measured? Occup Environ Med. 2001; 58(4): 272-8[PubMed]
  • 8. Bahadori M, Raadabadi M, Heidari Jamebozorgi M, Salesi M, Ravangard R. Measuring the quality of provided services for patients with chronic kidney disease. Nephrourol Mon. 2014; 6(5)[DOI][PubMed]
  • 9. Medina-Mirapeix F, Del Bano-Aledo ME, Oliveira-Sousa SL, Escolar-Reina P, Collins SM. How the rehabilitation environment influences patient perception of service quality: a qualitative study. Arch Phys Med Rehabil. 2013; 94(6): 1112-7[DOI][PubMed]
  • 10. Cuesta-Vargas AI, Gonzalez-Sanchez M. Changes in disability, physical/mental health states and quality of life during an 8-week multimodal physiotherapy programme in patients with chronic non-specific neck pain: a prospective cohort study. PLoS One. 2015; 10(2)[DOI][PubMed]
  • 11. Fitts SS, Guthrie MR, Blagg CR. Exercise coaching and rehabilitation counseling improve quality of life for predialysis and dialysis patients. Nephron. 1999; 82(2): 115-21[DOI][PubMed]
  • 12. Lin DJ, Sheu IC, Pai JY, Bair A, Hung CY, Yeh YH, et al. Measuring patient's expectation and the perception of quality in LASIK services. Health Qual Life Outcomes. 2009; 7: 63[DOI][PubMed]
  • 13. Curry A, Sinclair E. Assessing the quality of physiotherapy services using SERVQUAL. Int J Health Care QualAssur. 2002; 15(5): 197-205[DOI]
  • 14. Pena MM, da Silva EM, Tronchin DM, Melleiro MM. [The use of the quality model of Parasuraman, Zeithaml and Berry in health services]. Rev Esc Enferm USP. 2013; 47(5): 1235-40[DOI][PubMed]
  • 15. Taner T, Antony J. Comparing public and private hospital care service quality in Turkey. Int J Health Care Qual Assur Inc Leadersh Health Serv. 2006; 19(2-3)[PubMed]
  • 16. Vafaee-Najar A, Nejatzadegan Z, Pourtaleb A, Kaffashi S, Vejdani M, Molavi-Taleghani Y, et al. The quality assessment of family physician service in rural regions, Northeast of Iran in 2012. Int J Health Policy Manag. 2014; 2(3): 137-42[DOI][PubMed]
  • 17. Ranjbar Ezatabadi M, Bahrami M, ZareAhmadabadi H, Arab M, Nasiri SH. Analysis of SERVQUAL in ShahidSadoghi Hospital, Yazd, Iran. Hormozgan Med J. 2012; 16(4): 333-40
  • 18. Lim PC, Tang NK. A study of patients' expectations and satisfaction in Singapore hospitals. Int J Health Care Qual Assur Inc Leadersh Health Serv. 2000; 13(6-7): 290-9[PubMed]
  • 19. Sadiq Sohail M. Service quality in hospitals: more favourable than you might think. Manag Serv Qual Int Journal. 2003; 13(3): 197-206[DOI]
  • 20. Butt MM, de Run EC. Private healthcare quality: applying a SERVQUAL model. Int J Health Care Qual Assur. 2010; 23(7): 658-73[DOI][PubMed]
  • 21. Andaleeb SS. Service quality perceptions and patient satisfaction: a study of hospitals in a developing country. Soc Sci Med. 2001; 52(9): 1359-70[PubMed]
  • 22. Young FY. The Use of 5S in Healthcare Services: a Literature Review. Int J Bus Soc Sci. 2014; 5(10): 240-8
  • 23. Service Quality Dimensions and Customers' Satisfactions of Banks in Egypt. Proceedings of 20th International Business Research Conference.
  • 24. Parasuraman A, Zeithaml VA, Berry LL. A Conceptual Model of Service Quality and Its Implications for Futuring Research. J Mark. 1985; 49: 41-50[DOI]
  • 25. Merkouris A, Papathanassoglou ED, Lemonidou C. Evaluation of patient satisfaction with nursing care: quantitative or qualitative approach? Int J Nurs Stud. 2004; 41(4): 355-67[DOI][PubMed]
  • 26. Garrard F, Narayan H. Assessing obstetric patient experience: a SERVQUAL questionnaire. Int J Health Care Qual Assur. 2013; 26(7): 582-92[DOI][PubMed]
  • 27. Mohd Suki N, Chwee Lian JC, Suki NM. A comparison of human elements and nonhuman elements in private health care settings: customers' perceptions and expectations. J Hosp Mark Public Relations. 2009; 19(2): 113-28[DOI][PubMed]
  • 28. Rose RC, Uli J, Abdul M, Ng KL. Hospital service quality: a managerial challenge. Int J Health Care Qual Assur Inc Leadersh Health Serv. 2004; 17(2-3): 146-59[PubMed]
  • 29. Szyca R, Rosiek A, Nowakowska U, Leksowski K. Analysis of factors influencing patient satisfaction with hospital treatment at the surgical department. Pol Przegl Chir. 2012; 84(3): 136-43[DOI][PubMed]
Creative Commons License Except where otherwise noted, this work is licensed under Creative Commons Attribution Non Commercial 4.0 International License .

Search Relations:

Author(s):

Article(s):

Create Citiation Alert
via Google Reader

Readers' Comments