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Sima Rafiei 2 Articles
Evaluating Service Quality from Patients' Perceptions: Application of Importance–performance Analysis Method
Rafat Mohebifar, Hana Hasani, Ameneh Barikani, Sima Rafiei
Osong Public Health Res Perspect. 2016;7(4):233-238.   Published online August 31, 2016
DOI: https://doi.org/10.1016/j.phrp.2016.05.002
  • 2,172 View
  • 18 Download
  • 33 Citations
AbstractAbstract PDF
Objectives
Providing high service quality is one of the main functions of health systems. Measuring service quality is the basic prerequisite for improving quality. The aim of this study was to evaluate the quality of service in teaching hospitals using importance–performance analysis matrix.
Methods
A descriptive–analytic study was conducted through a cross-sectional method in six academic hospitals of Qazvin, Iran, in 2012. A total of 360 patients contributed to the study. The sampling technique was stratified random sampling. Required data were collected based on a standard questionnaire (SERVQUAL). Data analysis was done through SPSS version 18 statistical software and importance–performance analysis matrix.
Results
The results showed a significant gap between importance and performance in all five dimensions of service quality (p < 0.05). In reviewing the gap, “reliability” (2.36) and “assurance” (2.24) dimensions had the highest quality gap and “responsiveness” had the lowest gap (1.97). Also, according to findings, reliability and assurance were in Quadrant (I), empathy was in Quadrant (II), and tangibles and responsiveness were in Quadrant (IV) of the importance–performance matrix.
Conclusion
The negative gap in all dimensions of quality shows that quality improvement is necessary in all dimensions. Using quality and diagnosis measurement instruments such as importance–performance analysis will help hospital managers with planning of service quality improvement and achieving long-term goals.

Citations

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    Robert Dorsey, David Claudio, María A. Velázquez, Polly Petersen
    BMC Health Services Research.2022;[Epub]     CrossRef
  • Assessing the Utility and Patient Satisfaction of Virtual Retina Clinics During COVID-19 Pandemic
    Leire Juaristi, Cristina Irigoyen, Jaione Chapartegui, Ane Guibelalde, Javier Mar
    Clinical Ophthalmology.2022; Volume 16: 311.     CrossRef
  • A social-media-based improvement index for urban renewal
    Zhifang Wang, Hua Jie, Hongpeng Fu, Lu Wang, Hezhishi Jiang, Lu Ding, Yingjie Chen
    Ecological Indicators.2022; 137: 108775.     CrossRef
  • On the comparative use of social media data and survey data in prioritizing ecosystem services for cost-effective governance
    Zhifang Wang, Hongpeng Fu, Yuqing Jian, Salman Qureshi, Hua Jie, Lu Wang
    Ecosystem Services.2022; 56: 101446.     CrossRef
  • Quality Assessment Methods of Hospital Services from the Viewpoint of Patients Based on Standard Assessment Models in Iran: A Narrative Review
    Mehdi Rahimi, Fateme Solymani
    Modern Care Journal.2022;[Epub]     CrossRef
  • Responsiveness level and its effect on services quality from the viewpoints of the older adults hospitalized during COVID-19 pandemic
    Ali Reza Yusefi, Esmat Rezabeigi Davarani, Salman Daneshi, Misagh Bastani, Gholamhossein Mehralian, Peivand Bastani
    BMC Geriatrics.2022;[Epub]     CrossRef
  • Ranking Hospital Hoteling Services from Patients’ Perspective Using Importance-Performance Analysis
    Amir Karimkhany, Ehsan Zarei, Samira Arabi, Elahe Navvabi, Somayeh Anisi
    Shiraz E-Medical Journal.2022;[Epub]     CrossRef
  • Using the Kano model to associate the number of confirmed cases of COVID-19 in a population of 100,000 with case fatality rates: An observational study
    Sheng-Yao Hsu, Tsair-Wei Chien, Yu-Tsen Yeh, Willy Chou
    Medicine.2022; 101(37): e30648.     CrossRef
  • Evaluation of outpatient service quality: What do patients and providers think?
    Pouria Farrokhi, Aidin Aryankhesal, Rafat Bagherzadeh, Asgar Aghaei Hashjin
    International Journal of Healthcare Management.2022; : 1.     CrossRef
  • An integrated approach for evaluating hospital service quality with linguistic preferences
    Xiaobing Li, Zhen He
    International Journal of Production Research.2021; 59(6): 1776.     CrossRef
  • Rethinking health services operations to embrace patient experience of healthcare journey
    Mahdi Mahdavi, Leila Doshmangir, Ebrahim Jaafaripooyan
    The International Journal of Health Planning and M.2021; 36(6): 2020.     CrossRef
  • Variation in compliance with safe surgery checklist in hospitals with different levels of patient safety culture
    Saeed Asefzadeh, Sima Rafiei, Masoomeh Karimi
    International Journal of Healthcare Management.2020; 13(sup1): 12.     CrossRef
  • Assessment of Quality of Services Delivered to Iranian Patients with Cataract
    Zahra Hashemi Dehaghi, Soad Mahfoozpour, Mahmoud Modiri, Fateme Alipour
    Iranian Red Crescent Medical Journal.2020;[Epub]     CrossRef
  • Gap between patient expectation and perception during pharmacist–patient communication at community pharmacy
    Myeong Gyu Kim, Na Eun Lee, Hyun Soon Sohn
    International Journal of Clinical Pharmacy.2020; 42(2): 677.     CrossRef
  • Validating Service Quality (SERVQUAL) in Healthcare: Measuring Patient Satisfaction Using their Perceptions in Jordan
    Mohammed Shaker Ibrahim
    Journal of Information & Knowledge Management.2020; 19(01): 2040021.     CrossRef
  • Evaluating the environmental protection strategy of a printed circuit board manufacturer using a T fuzzy importance performance analysis with Google Trends
    Kuen-Suan Chen, Kuo-Ping Lin, Li-Ju Lin
    Expert Systems with Applications.2020; 156: 113483.     CrossRef
  • Methodologies for Determining the Service Quality of the Intercity Rail Service Based on Users’ Perceptions and Expectations in Thailand
    Sajjakaj Jomnonkwao, Thanapong Champahom, Vatanavongs Ratanavaraha
    Sustainability.2020; 12(10): 4259.     CrossRef
  • Patients’ Views on Service Quality in Selected Iranian Hospitals: An Importance-Performance Analysis
    Ehsan Zarei, Ali Bagheri, Abbas Daneshkohan, Soheila Khodakarim
    Shiraz E-Medical Journal.2020;[Epub]     CrossRef
  • Identification of quality gaps in healthcare services using the SERVQUAL instrument and importance-performance analysis in medical intensive care: a prospective study at a medical center in Taiwan
    Shu-Ju Lu, Hsiu-O Kao, Bao-Lin Chang, Shu-Ing Gong, Shu-Mei Liu, Shih-Chi Ku, Jih-Shuin Jerng
    BMC Health Services Research.2020;[Epub]     CrossRef
  • Importance – Performance Analysis (IPA) of bus service attributes: A case study in a developing country
    Javad Esmailpour, Kayvan Aghabayk, Mohammad Abrari Vajari, Chris De Gruyter
    Transportation Research Part A: Policy and Practic.2020; 142: 129.     CrossRef
  • The Effect of Quality Service Towards Outpatients Satisfaction at Poasia Community Health Centre
    Adryan Fristiohady, La Ode Muhammad Fitrawan, Yusniati Dwi Pemudi, Ruslin Ruslin, Sunandar Ihsan, Ruslan Ruslan, La Ode Muhammad Julian Purnama
    Borneo Journal of Pharmacy.2020; 3(4): 270.     CrossRef
  • Gap of services quality expectation and perception based on SERVQUAL model in the selected hospital outpatient clinics affiliated with Iran University of Medical Sciences
    asgar Aghaei Hashjin, Pouria Farrokhi, Aidin Aryankhesal
    Journal of Health Administration.2020; 23(3): 55.     CrossRef
  • An empirical study of willingness to renewable energy installation using importance-performance analysis: the case of Taiwan
    Wei-Chuan Chen, Wen-Kuo Chen, Chien-Wen Chen, Chien-Cheng Lo
    Journal of Industrial and Production Engineering.2019; 36(7): 451.     CrossRef
  • Assessing management performance of the national forest park using impact range-performance analysis and impact-asymmetry analysis
    Pin-Zheng Chen, Wan-Yu Liu
    Forest Policy and Economics.2019; 104: 121.     CrossRef
  • Do patients really perceive better quality of service in private hospitals than public hospitals in India?
    Swapnarag Swain
    Benchmarking: An International Journal.2019; 26(2): 590.     CrossRef
  • Percepción de los usuarios frente a la calidad de atención en salud del servicio de consulta externa según el modelo SERVQUAL
    Angélica Viviana Boada-Niño, Adriana Mayeth Barbosa-López, Elisa Andrea Cobo-Mejía
    Revista Investigación en Salud Universidad de Boya.2019; 6(1): 55.     CrossRef
  • Application of the SERVQUAL model to evaluate the quality in the transportation service in Morelia, Mexico
    Marco Alberto Valenzo-Jiménez, Daniel Adan Lazaro-López, Jaime Apolinar Martínez- Arroyo
    DYNA.2019; 86(211): 64.     CrossRef
  • Konya İlinde Bulunan Özel Hastanelerdeki Hizmet Kalitesinin Ölçülmesi: Akademik Personele Yönelik Araştırma
    Büşra Güler, Saadettin Erhan Kesen
    Selçuk Üniversitesi Sosyal Bilimler Meslek Yükseko.2019; : 526.     CrossRef
  • A Study on Service Quality and Customer Satisfaction in Nigerian Healthcare Sector
    Rajasekhara Mouly Potluri, Gift Angiating
    Journal of Industrial Distribution & Business.2018; 9(12): 7.     CrossRef
  • Analysis of customer satisfaction in hospital by using Importance-Performance Analysis (IPA) and Customer Satisfaction Index (CSI)
    Vembri Noor Helia, Cahya Putra Abdurrahman, Fety Ilma Rahmillah, S. Ma’mun, H. Tamura, M.R.A. Purnomo
    MATEC Web of Conferences.2018; 154: 01098.     CrossRef
  • Evaluating health service quality: using importance performance analysis
    Azar Izadi, Younes Jahani, Sima Rafiei, Ali Masoud, Leila Vali
    International Journal of Health Care Quality Assur.2017; 30(7): 656.     CrossRef
  • Societal perception toward transportation modes based on online (Go-Jek) In Malang City
    D M Buamona
    IOP Conference Series: Earth and Environmental Sci.2017; 70: 012007.     CrossRef
  • The Role of Subjective Culture on Consumer Perception towards Service Quality Delivery
    Tiara Turay
    Journal of Business and Social Review in Emerging .2016; 2(2): 175.     CrossRef
Assessment of Service Quality in Teaching Hospitals of Yazd University of Medical Sciences: Using Multi-criteria Decision Making Techniques
Milad Shafii, Sima Rafiei, Fatemeh Abooee, Mohammad Amin Bahrami, Mojtaba Nouhi, Farhad Lotfi, Khatere Khanjankhani
Osong Public Health Res Perspect. 2016;7(4):239-247.   Published online August 31, 2016
DOI: https://doi.org/10.1016/j.phrp.2016.05.001
  • 2,151 View
  • 18 Download
  • 23 Citations
AbstractAbstract PDF
Objectives
Hospitals as integrated parts of the wide-ranging health care systems have dominant focus on health care provision to meet, maintain and promote people's health needs of a community. This study aimed to assess the service quality of teaching hospitals of Yazd University of Medical Sciences using Fuzzy Analytical Hierarchy Process (FAHP) and Technique for Order Preference by Similarity to Ideal Solution (TOPSIS).
Methods
A literature review and a qualitative method were used to obtain experts' viewpoints about the quality dimensions of hospital services to design a questionnaire. Then, using a self-made questionnaire, perceptions of 300 patients about the quality of delivered services were gathered. Finally, FAHP was applied to weigh each quality dimension and TOPSIS method to rank hospital wards.
Results
Six dimensions including responsiveness, assurance, security, tangibles, health communication and Patient orientation were identified as affecting aspects of hospital services quality among which, security and tangibles got the highest and lowest importance respectively (0.25406, 0.06883). Findings also revealed that in hospital A, orthopedics and ophthalmology wards obtained the highest score in terms of quality while cardiology department got the lowest ranking (0.954, 0.323). In hospital B, the highest and the lowest ranking was belonged to cardiology and surgical wards (0.895, 0.00) while in hospital C, surgical units were rated higher than internal wards (0.959, 0.851).
Conclusion
Findings emphasized that the security dimension got the lowest ranking among SERVQUAL facets in studied hospitals. This requires hospital executives to pay special attention to the issue of patients’ security and plan effectively for its promotion.

Citations

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  • A multicriteria decision‐making framework for assessing the performance of gynecobstetrics departments: a case study
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    International Transactions in Operational Research.2023; 30(1): 328.     CrossRef
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  • Evaluation of service quality using SERVQUAL scale and machine learning algorithms: a case study in healthcare
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    Kybernetes.2022; 51(2): 846.     CrossRef
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    Socio-Economic Planning Sciences.2022; 82: 101234.     CrossRef
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    Sustainability.2022; 14(19): 12745.     CrossRef
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    International Journal of Healthcare Management.2021; 14(2): 484.     CrossRef
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    Xiaobing Li, Zhen He
    International Journal of Production Research.2021; 59(6): 1776.     CrossRef
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    Pamukkale University Journal of Social Sciences In.2021;[Epub]     CrossRef
  • Identifying and Ranking the Factors Affecting the Choice of Nursing Discipline Among Nursing Students in Iran: A Fuzzy Hierarchical Analysis
    Zohreh Hosseini MARZNAKI, Khatere KHANJANKHANI, Waliu Jawula SALISU, Fatemeh HAJIHOSSEINI, Saeed BARZEGARI
    Journal of Nursing Research.2021; 29(5): e171.     CrossRef
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    Iranian Red Crescent Medical Journal.2020;[Epub]     CrossRef
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    Sergio Domínguez, María Carmen Carnero
    Mathematics.2020; 8(6): 944.     CrossRef
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    Erdal Aydemir, Yusuf Sahin
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    Leman İnci Çanakçı Yüksel, Murat Arıkan
    Uludağ University Journal of The Faculty of Engine.2019; : 13.     CrossRef
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    S. Hemalatha, Lingaraju Dumpala, B. Balakrishna
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    BMC Medical Informatics and Decision Making.2018;[Epub]     CrossRef
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    Mehdi Mohammadzadeh, Shirin Hashemi, Faranak Salmannejad, Tayebeh Ghari
    Pharmaceutical Sciences.2017; 23(3): 222.     CrossRef
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PHRP : Osong Public Health and Research Perspectives