شنبه 3 آذر 1403
دوره 7، شماره 2 - ( 4-1396 )
جلد 7 شماره 2 صفحات 70-63 |
برگشت به فهرست نسخه ها
Download citation:
BibTeX | RIS | EndNote | Medlars | ProCite | Reference Manager | RefWorks
Send citation to:
BibTeX | RIS | EndNote | Medlars | ProCite | Reference Manager | RefWorks
Send citation to:
Nourai Sajou S, Ansari H, Asgari Ashtiani A R. Investigation of Quality Gap in Physiotherapy Services in Public Clinics in Zahedan City, Iran Using SERVQUAL Model. PTJ 2017; 7 (2) :63-70
URL: http://ptj.uswr.ac.ir/article-1-303-fa.html
URL: http://ptj.uswr.ac.ir/article-1-303-fa.html
نورایی سرجو سلمان، انصاری حسین، عسگری آشتیانی احمدرضا. Investigation of Quality Gap in Physiotherapy Services in Public Clinics in Zahedan City, Iran Using SERVQUAL Model. فصلنامه فیزیک درمانی. 1396; 7 (2) :63-70
1- بیمه سلامت سراوان
2- دانشگاه علوم پزشکی زاهدان
2- دانشگاه علوم پزشکی زاهدان
چکیده: (5545 مشاهده)
Purpose: Providing better services in physiotherapy clinics, awareness of perception and expectation of clients in these clinics, and determination of the gap between these two components, are of utmost importance. This study aimed to investigate the gap between expectation and perception of the physiotherapy patients using government health centers in Zahedan City, Iran.
Methods: A sample of 240 clients of public physiotherapy clinics in Zahedan City, Iran were participated in this cross-sectional (descriptive-analytical) study which was done from July 2015 to April 2016. The subjects were selected using stratified random sampling method. The relevant data were collected using modified SERVQUAL questionnaire. The data were analyzed in SPSS.21 using Mann-Whitney and Kruskal-Wallis tests.
Results: The results demonstrated negative quality gaps in all five SERVQUAL dimensions (tangibles, reliability, responsiveness, assurance, and empathy) in public clinics (P<0.05). The least and the most quality gap were observed in the assurance and tangibles dimensions, respectively in government clinics.
There were no statistically significant relationships between quality gap score and variables of age, sex and education level in public clinics (P>0.05).
Conclusion: Based on the results, perception of patients in all dissensions was lower than their expectations. Therefore, there are some opportunities of improving delivered physiotherapy services in these clinics. It is recommended that managers of public physiotherapy clinics pay attention to the opinions of clients more than ever, welcome their critics and suggestions about the reform and workplace issues.
Methods: A sample of 240 clients of public physiotherapy clinics in Zahedan City, Iran were participated in this cross-sectional (descriptive-analytical) study which was done from July 2015 to April 2016. The subjects were selected using stratified random sampling method. The relevant data were collected using modified SERVQUAL questionnaire. The data were analyzed in SPSS.21 using Mann-Whitney and Kruskal-Wallis tests.
Results: The results demonstrated negative quality gaps in all five SERVQUAL dimensions (tangibles, reliability, responsiveness, assurance, and empathy) in public clinics (P<0.05). The least and the most quality gap were observed in the assurance and tangibles dimensions, respectively in government clinics.
There were no statistically significant relationships between quality gap score and variables of age, sex and education level in public clinics (P>0.05).
Conclusion: Based on the results, perception of patients in all dissensions was lower than their expectations. Therefore, there are some opportunities of improving delivered physiotherapy services in these clinics. It is recommended that managers of public physiotherapy clinics pay attention to the opinions of clients more than ever, welcome their critics and suggestions about the reform and workplace issues.
فهرست منابع
1. Gitman LJ, McDaniel C. The future of business: The essentials . Mason, OH: South-Western Cengage Learning; 2009.
2. West E. Management matters: The link between hospital organisation and quality of patient care. Quality in Health Care. 2001; 10(1):40–8. doi: 10.1136/qhc.10.1.40 [DOI:10.1136/qhc.10.1.40]
3. Parasuraman A, Berry L, Zeithaml VA. SERVQUAL: A multi-item scale for measuring customer perceptions of service. Journal of Retailing. 1988; 64(1):12-40.
4. Sharma B, Gadenne D. An investigation of the perceived importance and effectiveness of quality management approaches. The TQM Magazine. 2001; 13(6):433–45. doi: 10.1108/eum0000000006180 [DOI:10.1108/EUM0000000006180]
5. Chin K, Pun K. A proposed framework for implementing TQM in Chinese organizations. International Journal of Quality & Reliability Management. 2002; 19(3):272–94. doi: 10.1108/02656710210415686 [DOI:10.1108/02656710210415686]
6. Donnelly M, Wisniewski M, Dalrymple JF, Curry AC. Measuring service quality in local government: the SERVQUAL approach. International Journal of Public Sector Management. 1995; 8(7):15–20. doi: 10.1108/09513559510103157 [DOI:10.1108/09513559510103157]
7. Karydis A. Expectations and perceptions of Greek patients regarding the quality of dental health care. International Journal for Quality in Health Care. 2001; 13(5):409–16. doi: 10.1093/intqhc/13.5.409 [DOI:10.1093/intqhc/13.5.409]
8. Nwabueze U. How the mighty have fallen: The naked truth about TQM. Managerial Auditing Journal. 2001; 16(9):504–13. doi: 10.1108/02686900110406601 [DOI:10.1108/02686900110406601]
9. Gholami A, Salarilak S, Gharaaghaji R, Sadaghiyanifar A, Moosavi Jahromi L. [Quality gap in primary health care in Urmia health care center in 2009 (Persian)]. Urmia Medical Journal. 2010; 21(4):347-53.
10. Kebriaei A, Akbari F, Hosseini M, Eftekhar Ardabili H, Pourreza A. [Survey on quality gap in primary health care in Kashan health centers (Persian)]. Journal of Qazvin University of Medical Sciences. 2004; 31: 82-88.
11. Tarahi MJ, Hamozaheh P, Bizhanvand M, Lashgari B. [The quality of Health care services provided in health care centers of Khorramabad using SERVQUAL Model in 2010 (Persian)]. Yafte. 2012; 14(1):13-21.
12. Zarei A, Arab M, Froushani AR, Rashidian A, Tabatabaei SM. Service quality of private hospitals: The Iranian Patients' perspective. BMC health services research. 2012; 12(1):31. [DOI:10.1186/1472-6963-12-31]
13. Campbell JL, Ramsay J, Green J. Age, gender, socioeconomic, and ethnic differences in patients' assessments of primary health care. BMJ Quality & Safety. 2001; 10(2):90-5. doi: 10.1136/qhc.10.2.90 [DOI:10.1136/qhc.10.2.90]
14. Cheng Lim P, Tang NKH. A study of patients' expectations and satisfaction in Singapore hospitals. International Journal of Health Care Quality Assurance. 2000; 13(7):290–9. doi: 10.1108/09526860010378735 [DOI:10.1108/09526860010378735]
15. Karydis A. Expectations and perceptions of Greek patients regarding the quality of dental health care. International Journal for Quality in Health Care. 2001; 13(5):409–16. doi: 10.1093/intqhc/13.5.409 [DOI:10.1093/intqhc/13.5.409]
16. Mahdzir MN, Aniza I, Faridah AR, Sulha A. Assessing the service quality of physiotherapy services: A cross sectional study at teaching hospitals in Klang Valley, Malaysia. Malaysian Journal of Public Health Medicine. 2013; 13(2):27-37.
17. Tabrizi J, Gharibi F, Eteraf Oskoee A, Asghari Jafarabadi M. Service quality in physiotherapy from the services recipients perspective. Jentashapir Journal of Health Research (Jentashapir). 2013; 4(1):53-63.
18. Brady MK, Cronin JJK. Some new thoughts on conceptualizing perceived services quality: A Hierarchical Approach. Journal of Marketing. 2001; 65(3):34-49. doi: 10.1509/jmkg.65.3.34.18334 [DOI:10.1509/jmkg.65.3.34.18334]
19. Rohi G, Nasiri H, Hesam M, Mirkarimi F, Asaiesh H. [Quality of primary health services in Gorgan health care services centers (Persian)]. Journal of Research Development in Nursing & Midwifery. 2009; 6(2):9-17.
20. Aghamolaei T, Zare SH, Kebriaei A, Pudat A. [Quality of primary health services from View of female clients of Bandarabbas health care services centers (Persian)]. Payesh. 2008; 7(2):121-7.
21. Mohammadi A, Shoghli AR. [Survey on quality of primary health cares in Zanjan District Health Centers (Persian)]. Zanjan University of Medical Sciences Journal. 2009; 16(65):89-100.
22. Wisniewski M, Wisniewski H. Measuring service quality in a hospital colposcopy clinic. International Journal of Health Care Quality Assurance. 2005; 18(3):217–28. doi: 10.1108/09526860510594776 [DOI:10.1108/09526860510594776]
23. Scrimgeour EM, Barnes JA. How do multiple sclerosis patients in Lanarkshire rate health professionals and hospitals. Health Bulletin. 2001; 59(3):155-7. [PMID]
24. Chin K, Pun K. A proposed framework for implementing TQM in Chinese organizations. International Journal of Quality & Reliability Management. 2002; 19(3):272–94. doi: 10.1108/02656710210415686 [DOI:10.1108/02656710210415686]
ارسال پیام به نویسنده مسئول
| بازنشر اطلاعات | |
 |
این مقاله تحت شرایط Creative Commons Attribution-NonCommercial 4.0 International License قابل بازنشر است. |
