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Original 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
  • 3,378 View
  • 18 Download
  • 40 Crossref
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.

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The Determinants of Participation in Physical Activity in Malaysia
Yong Kang Cheah, Bee Koon Poh
Osong Public Health Res Perspect. 2014;5(1):20-27.   Published online February 28, 2014
DOI: https://doi.org/10.1016/j.phrp.2013.12.002
  • 3,200 View
  • 24 Download
  • 33 Crossref
AbstractAbstract PDF
Objectives
In light of the importance of physical activity, the aim of the present study is to examine the factors affecting participation in physical activity among adults in Malaysia.
Methods
A logistic regression model and the Third National Health and Morbidity Survey consisting of 30,992 respondents were used.
Results
Age, income, gender, education, marital status, region, house locality, job characteristics, and medical conditions are significantly associated with participation in physical activity. In particular, old individuals, high income earners, females, the well-educated, widowed or divorced individuals, East Malaysians, urban dwellers, the unemployed, and individuals who are not diagnosed with hypercholesterolemia are less likely to be physically active than others.
Conclusion
Because sociodemographic and health factors play an important role in determining physical activity, the government should take them into account when formulating policy.

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PHRP : Osong Public Health and Research Perspectives