Evaluation of outpatient service quality: What do patients and providers think?

Farrokhi, Pouria, Aryankhesal, Aidin ORCID: https://orcid.org/0000-0002-6695-227X, Bagherzadeh, Rafat and Aghaei Hashjin, Asgar (2023) Evaluation of outpatient service quality: What do patients and providers think? International Journal of Healthcare Management, 16 (3). pp. 394-403. ISSN 2047-9700

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Background: Healthcare service quality depends on the service process and interactions between customers and service providers. Therefore, this study aimed to assess service quality in outpatient clinics in hospitals from patients, employees, and managers' perspectives. Method: This cross-sectional study was conducted in six public teaching hospitals in Tehran in 2019. The study population consisted of 433 patients, 100 employees, and 15 managers. The standard SERVQUAL questionnaire was used to collect data. Nonparametric statistical analysis including Kolmogorov-Smirnov, Chi-square and Mann-Whitney tests were performed by using SPSS 23 software. Results: The highest and lowest gaps from the patients' perspective were related to the dimensions of responsiveness (−1.70) and empathy (−1.42), from the employees' perspective, was related to tangibility (−1.22) and empathy (−0.49) and finally from the managers' perspective was related to tangibility (−1.73) and responsiveness (−0.41) Moreover, the highest gap in service quality was related to the patients' and managers' perception of the responsiveness dimension (Gap = −1.04, t = −6.08, P-value <0.001). Conclusion: Managers are recommended to develop appropriate workforce training programs focusing on effective interactions and timely services. Also, an investment in physical environment and equipment is suggested.

Item Type: Article
Additional Information: Funding Information: This research has been supported by Iran University of Medical Sciences. The authors would like to thank the individuals and organizations that contributed to this study, especially the patients and the personnel of the hospitals under study. Publisher Copyright: © 2022 Informa UK Limited, trading as Taylor & Francis Group.
Uncontrolled Keywords: outpatient services,patients,providers,service quality,servqual,leadership and management,health policy,sdg 3 - good health and well-being ,/dk/atira/pure/subjectarea/asjc/2900/2911
Faculty \ School: Faculty of Medicine and Health Sciences > School of Health Sciences
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Depositing User: LivePure Connector
Date Deposited: 20 Mar 2023 14:53
Last Modified: 01 Aug 2023 13:31
URI: https://ueaeprints.uea.ac.uk/id/eprint/91601
DOI: 10.1080/20479700.2022.2110195

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