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
Citations to this article as recorded by
A New Model to Consolidate Long-Term Intersectoral Partnerships in Humanitarian and Social Crises Management Anderson Nunes da Silva, Marcele Elisa Fontana Public Organization Review.2024; 24(1): 27. CrossRef
Using Importance–Performance Analysis to Reveal Priorities for Multifunctional Landscape Optimization in Urban Parks Xiaomin Xiao, Qiaoru Ye, Xiaobin Dong Land.2024; 13(5): 564. CrossRef
Understanding International Students’ Perspective of Health Service Quality: A Cross-Sectional Study in a Hungarian University Putu Ayu Indrayathi, Luh Putu Ulandari, Putu Pradnyani, Inge Dhamanti, Marilynne Kirshbaum, Csongor Szepesi, Nora Horvath, Laszlo Kolozsvari Risk Management and Healthcare Policy.2024; Volume 17: 1757. CrossRef
Measuring total productive maintenance success: a new industrial evaluation using fuzzy SERVQUAL Zineb Mouhib, Maryam Gallab, Youssef Lamrani Alaoui, Safae Merzouk, Mario Di Nardo, Brahim El Bhiri, Aziz Soulhi Journal of Industrial and Production Engineering.2024; : 1. CrossRef
Improving the academic resilience of hospital nursing interns through a hybrid multi-criteria decision analysis model Mao Ye, Weifang Xu, Lili Feng, Siqi Liu, Jianhong Yang, Yen-Ching Chuang, Fuqin Tang Health Informatics Journal.2024;[Epub] CrossRef
Importance-performance analysis in the tertiary healthcare centres: evidence from India Karthik Padamata, Rama Devi Vangapandu International Journal of Productivity and Performa.2024;[Epub] CrossRef
Evaluation of the quality of safe dental services based on the perception of patients with the IPA approach: a powerful diagnostic tool for managers Leila Keikavoosi-Arani, Javad Moghadasi BMC Health Services Research.2024;[Epub] 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.2023; 16(3): 394. CrossRef
Assessing the Challenges and Opportunities of Agricultural Information Systems to Enhance Farmers’ Capacity and Target Rice Production in Indonesia Agung Budi Santoso, Setia Sari Girsang, Budi Raharjo, Arlyna Budi Pustika, Yanter Hutapea, Mahargono Kobarsih, Agus Suprihatin, Erpina Delina Manurung, Deddy Romulo Siagian, Sidiq Hanapi, Tommy Purba, Dorkas Parhusip, Sri Wahyuni Budiarti, Yeyen Prestyani Sustainability.2023; 15(2): 1114. CrossRef
Patients’ views on health promotion and disease prevention services provided by healthcare workers in a South African tertiary hospital Herbert I. Melariri, Chester Kalinda, Moses J. Chimbari BMC Health Services Research.2023;[Epub] CrossRef
Telecommunication service quality analysis using integration of SIPA and modified Kano Hanny Kanavika Rizky Munawar, Annisa Kesy Garside, Adhi Nugraha, Amelia Khoidir Jurnal Sistem dan Manajemen Industri.2023; 7(1): 53. CrossRef
Identifying service quality gaps between patients and providers in a Native American outpatient clinic 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
Patient satisfaction with quality of care in public hospitals in Albania Rezarta Kalaja, Marsida Krasniqi Frontiers in Public Health.2022;[Epub] CrossRef
A Crisis in the Health System and Quality of Healthcare in Economically Developed Countries Magdalena Biel, Katarzyna Grondys, Ane-Mari Androniceanu International Journal of Environmental Research an.2022; 20(1): 469. 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
A STUDY ON QUALITY OF SERVICES IN THE OUTPATIENT DEPARTMENT OF A MULTISPECIALTY TEACHING HOSPITAL Nirmala Kumari, Keerthana Maria Pinto GLOBAL JOURNAL FOR RESEARCH ANALYSIS.2021; : 117. 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; 22(2): 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