ISSN 2146-8346
 

Original Research 


Gap Analysis between Expectation-Perception of Service Quality - Patients' Viewpoint

Mohammad Qolipour, Farzad Faraji khiavi, Mohammad Saadati, Zahra Dashtinejad, Iman Mirr.

Abstract
Introduction: service quality is the judgment of patients based on their perception of the services they have received. The perception will be compared with patients' expectations in order to have a judgment about services quality. The aim of this study was to determine the gap analysis between expectation-perception of service quality from the patients' viewpoint.
Material and methods: This is a descriptive survey study involving 550 outpatients in Ahvaz University of Medical Sciences teaching hospitals during 2015. SERVQUAL questionnaire was used to data gathering (α expectation= 0.88 and α perception = 0.85). Descriptive statistics as well as Friedman test and t-test were performed using SPSS16 for data analysis.
Results: A significant difference was observed between the perception and expectation of patients based on aspects of the service quality questionnaire (P ≤ 0.004). The smallest gap between perception and expectation was for the component of confidence (P-Value = 0.004) and the biggest gap was for the immediate and timely attention (P-Value = 0.0001). Finally, Persian language patients had perceived better quality than other patients in the mentioned dimensions of the selection the service providers, communication and interaction, continuity of service, quality of facilities and basic amenities, respect, immediate and timely attention, safety, prevention and the total quality (P-Value ≤ 0.037).
Conclusions: In general, service quality was lower than the expectations of the patients in the studied hospitals. Identifying the gaps in service quality dimensions and employing proper policies will lead an improvement and patient's satisfaction.

Key words: Service quality, SERVQUAL, Outpatient, Hospital


 
ARTICLE TOOLS
Abstract
PDF Fulltext
Print this article Print this Article
How to cite this articleHow to cite this article
Citation Tools
Related Records
 Articles by Mohammad Qolipour
Articles by Farzad Faraji khiavi
Articles by Mohammad Saadati
Articles by Zahra Dashtinejad
Articles by Iman Mirr
on Google
on Google Scholar
Article Statistics
 Viewed: 1099
Downloaded: 546
Cited: 0

How to Cite this Article
Pubmed Style

Mohammad Qolipour, Farzad Faraji khiavi, Mohammad Saadati, Zahra Dashtinejad, Iman Mirr. Gap Analysis between Expectation-Perception of Service Quality - Patients' Viewpoint. J Behav Health. 2018; 7(2): 53-60. doi:10.5455/jbh.20160628064021


Web Style

Mohammad Qolipour, Farzad Faraji khiavi, Mohammad Saadati, Zahra Dashtinejad, Iman Mirr. Gap Analysis between Expectation-Perception of Service Quality - Patients' Viewpoint. http://www.jbehavioralhealth.com/?mno=234143 [Access: December 19, 2018]. doi:10.5455/jbh.20160628064021


AMA (American Medical Association) Style

Mohammad Qolipour, Farzad Faraji khiavi, Mohammad Saadati, Zahra Dashtinejad, Iman Mirr. Gap Analysis between Expectation-Perception of Service Quality - Patients' Viewpoint. J Behav Health. 2018; 7(2): 53-60. doi:10.5455/jbh.20160628064021



Vancouver/ICMJE Style

Mohammad Qolipour, Farzad Faraji khiavi, Mohammad Saadati, Zahra Dashtinejad, Iman Mirr. Gap Analysis between Expectation-Perception of Service Quality - Patients' Viewpoint. J Behav Health. (2018), [cited December 19, 2018]; 7(2): 53-60. doi:10.5455/jbh.20160628064021



Harvard Style

Mohammad Qolipour, Farzad Faraji khiavi, Mohammad Saadati, Zahra Dashtinejad, Iman Mirr (2018) Gap Analysis between Expectation-Perception of Service Quality - Patients' Viewpoint. J Behav Health, 7 (2), 53-60. doi:10.5455/jbh.20160628064021



Turabian Style

Mohammad Qolipour, Farzad Faraji khiavi, Mohammad Saadati, Zahra Dashtinejad, Iman Mirr. 2018. Gap Analysis between Expectation-Perception of Service Quality - Patients' Viewpoint. Journal of Behavioral Health, 7 (2), 53-60. doi:10.5455/jbh.20160628064021



Chicago Style

Mohammad Qolipour, Farzad Faraji khiavi, Mohammad Saadati, Zahra Dashtinejad, Iman Mirr. "Gap Analysis between Expectation-Perception of Service Quality - Patients' Viewpoint." Journal of Behavioral Health 7 (2018), 53-60. doi:10.5455/jbh.20160628064021



MLA (The Modern Language Association) Style

Mohammad Qolipour, Farzad Faraji khiavi, Mohammad Saadati, Zahra Dashtinejad, Iman Mirr. "Gap Analysis between Expectation-Perception of Service Quality - Patients' Viewpoint." Journal of Behavioral Health 7.2 (2018), 53-60. Print. doi:10.5455/jbh.20160628064021



APA (American Psychological Association) Style

Mohammad Qolipour, Farzad Faraji khiavi, Mohammad Saadati, Zahra Dashtinejad, Iman Mirr (2018) Gap Analysis between Expectation-Perception of Service Quality - Patients' Viewpoint. Journal of Behavioral Health, 7 (2), 53-60. doi:10.5455/jbh.20160628064021





Most Viewed Articles
  • Factors contributing to the increase in HIV and STD transmission among African American young adults in Mississippi
    Shemeka Hamlin-Palmer, Clifton C Addison, Brenda W. Campbell Jenkins
    J Behav Health. 2012; 1(2): 118-126
    » Abstract & References » doi: 10.5455/jbh.20120328011808

  • Hypertensive patients: knowledge, Self-care management practices and challenges
    Verna Eugene, Paul Andrew Bourne
    J Behav Health. 2013; 2(3): 259-268
    » Abstract & References » doi: 10.5455/jbh.20130217103511

  • "Olanzapine induced hypothermia: a rare case report"
    Javed Ather Siddiqui, Shazia Farheen Qureshi, Abdullah Al Zahrani
    J Behav Health. 2016; 5(4): 191-193
    » Abstract & References » doi: 10.5455/jbh.20160727120938

  • Trichobezoar due to psychiatric co-morbidity: A rare case report
    Javed Ather Siddiqi, Ali Mahmoud El Daous, Yousef Bin Ahmed Shawosh
    J Behav Health. 2017; 6(1): 70-72
    » Abstract » doi: 10.5455/jbh.20160924112736

  • Psychiatric aspects of pain disorder and its management.
    Shazia Farhee Qureshi, Javed Ather Siddiqui, Abdullah Al Zahrani
    J Behav Health. 2017; 6(3): 143-145
    » Abstract » doi: 10.5455/jbh.20170123102818

  • Mindfulness and Addictive Behaviors
    Marcello Spinella, Sara Martino, Christine Ferri
    J Behav Health. 2013; 2(1): 1-7
    » Abstract & References » doi: 10.5455/jbh.20120908033138

  • Role of piracetam in treatment of cerebral palsy disease
    Marwa O. Elgendy, Sadia A. Tayel, Mohamed E.A. Abdelrahim, Ahmed M.A. Ali, Mohamed H. Meabed
    J Behav Health. 2012; 1(1): 53-58
    » Abstract & References » doi: 10.5455/jbh.20120229090811

  • Feminist Identity and the Superwoman Ideal
    Sara M Martino, Shaelene R Lauriano
    J Behav Health. 2013; 2(2): 167-172
    » Abstract & References » doi: 10.5455/jbh.20130224082826

  • The relevance of staff performance evaluation in a pre - existing nursing environment: Everything is New to Everyone
    Hamidah Hassan, Ruth Packiavathy Rajen Durai, Maziah Marzuki, Santhna Letchimi Panduragan, Samsiah Mat
    J Behav Health. 2013; 2(1): 87-93
    » Abstract & References » doi: 10.5455/jbh.20120621074822

  • Energy Balance and the association between energy expenditure and dietary intake
    Clemens Drenowatz
    J Behav Health. 2012; 1(4): 315-321
    » Abstract & References » doi: 10.5455/jbh.20120726015600

  • Most Downloaded
  • "Olanzapine induced hypothermia: a rare case report"
    Javed Ather Siddiqui, Shazia Farheen Qureshi, Abdullah Al Zahrani
    J Behav Health. 2016; 5(4): 191-193
    » Abstract & References » doi: 10.5455/jbh.20160727120938

  • Trichobezoar due to psychiatric co-morbidity: A rare case report
    Javed Ather Siddiqi, Ali Mahmoud El Daous, Yousef Bin Ahmed Shawosh
    J Behav Health. 2017; 6(1): 70-72
    » Abstract » doi: 10.5455/jbh.20160924112736

  • Internet Gaming Disorder: A Case Report.
    Javed Ather Siddiqui, Shazia Farheen Qureshi, Abdul Khaliq Alghamdi
    J Behav Health. 2018; 7(1): 41-44
    » Abstract » doi: 10.5455/jbh.20170928054951

  • Psychiatric aspects of pain disorder and its management.
    Shazia Farhee Qureshi, Javed Ather Siddiqui, Abdullah Al Zahrani
    J Behav Health. 2017; 6(3): 143-145
    » Abstract » doi: 10.5455/jbh.20170123102818

  • Hypertensive patients: knowledge, Self-care management practices and challenges
    Verna Eugene, Paul Andrew Bourne
    J Behav Health. 2013; 2(3): 259-268
    » Abstract & References » doi: 10.5455/jbh.20130217103511

  • Hot, sweaty, and satisfied: Effects of Bikram yoga on psychological well-being
    Allison A. Rissell, Brian K. Miller, Lisa K. Lloyd, James S. Williams
    J Behav Health. 2014; 3(1): 71-76
    » Abstract & References » doi: 10.5455/jbh.20131231051431

  • Role of piracetam in treatment of cerebral palsy disease
    Marwa O. Elgendy, Sadia A. Tayel, Mohamed E.A. Abdelrahim, Ahmed M.A. Ali, Mohamed H. Meabed
    J Behav Health. 2012; 1(1): 53-58
    » Abstract & References » doi: 10.5455/jbh.20120229090811

  • Case study of Obsessive-Compulsive Disorder (OCD)
    Muhammad Zafar Iqbal
    J Behav Health. 2017; 6(2): 99-102
    » Abstract » doi: 10.5455/jbh.20161212125101

  • Mindfulness and Addictive Behaviors
    Marcello Spinella, Sara Martino, Christine Ferri
    J Behav Health. 2013; 2(1): 1-7
    » Abstract & References » doi: 10.5455/jbh.20120908033138

  • Factors contributing to the increase in HIV and STD transmission among African American young adults in Mississippi
    Shemeka Hamlin-Palmer, Clifton C Addison, Brenda W. Campbell Jenkins
    J Behav Health. 2012; 1(2): 118-126
    » Abstract & References » doi: 10.5455/jbh.20120328011808

  • Most Cited Articles
  • What is lacking in patient-physician communication: Perspectives from Asian American breast cancer patients and oncologists
    Sunmin Lee, Lu Chen, Grace X Ma, Carolyn Y Fang
    J Behav Health. 2012; 1(2): 102-109
    » Abstract & References » doi: 10.5455/jbh.20120403024919
    Cited : 11 times [Click to see citing articles]

  • Suicide in Bangladesh: a Mini Review
    S.M. Yasir Arafat
    J Behav Health. 2017; 6(1): 66-69
    » Abstract » doi: 10.5455/jbh.20160904090206
    Cited : 9 times [Click to see citing articles]

  • Self-Rated Health and Association with ACEs
    Roberta Waite, Maureen Davey, Laura Lynch
    J Behav Health. 2013; 2(3): 197-205
    » Abstract & References » doi: 10.5455/jbh.20130317033246
    Cited : 8 times [Click to see citing articles]

  • Association between physical activity behavior and sleep-related parameters of Adolescents
    Paul D. Loprinzi, Kevin E. Finn, Susan A. Harrington, Hyo Lee, Michael W. Beets, Bradley J. Cardinal
    J Behav Health. 2012; 1(4): 286-293
    » Abstract & References » doi: 10.5455/jbh.20120725113528
    Cited : 7 times [Click to see citing articles]

  • The Association of Changes in Sedentary Behavior on Changes in Depression Symptomology: Pilot Study
    Paul D. Loprinzi, Eveleen Sng
    J Behav Health. 2016; 5(3): 140-144
    » Abstract & References » doi: 10.5455/jbh.20160310105222
    Cited : 7 times [Click to see citing articles]

  • Interference in the alcohol Stroop task with college student binge drinkers
    Kevin A Hallgren, Barbara S McCrady
    J Behav Health. 2013; 2(2): 112-119
    » Abstract & References » doi: 10.5455/jbh.20130224082728
    Cited : 7 times [Click to see citing articles]

  • Perception of nut intake among individuals with or at risk for heart disease and/or diabetes
    Roman Pawlak, Hilary London, Sarah Colby , Elizabeth Wall-Bassett , Natalia Sira
    J Behav Health. 2012; 1(3): 185-188
    » Abstract & References » doi: 10.5455/jbh.20120501060143
    Cited : 6 times [Click to see citing articles]

  • Psychosocial factors associated with recent Alcohol use among Youth
    Keith King, Rebecca Vidourek, Mary Haag, Ashley Merianos
    J Behav Health. 2012; 1(4): 231-242
    » Abstract & References » doi: 10.5455/jbh.20120801024224
    Cited : 6 times [Click to see citing articles]

  • Associations between anthropometric and sleep parameters among adolescents: considerations by gender
    Paul D. Loprinzi, Laura C. Stigler, Kathy K. Hager
    J Behav Health. 2013; 2(3): 236-242
    » Abstract & References » doi: 10.5455/jbh.20130703061438
    Cited : 6 times [Click to see citing articles]

  • Parent Involvement and Neurocognitive Functioning in Childhood Cancer Survivors
    Sunita K Patel, Beth Baumeister Peters, Terece Bell, Julie Verner, Ernest R Katz, Mary N Baron, J Galen Buckwalter
    J Behav Health. 2014; 3(1): 43-52
    » Abstract & References » doi: 10.5455/jbh.20131222084318
    Cited : 6 times [Click to see citing articles]