Open AccessInvestigating the satisfaction of inpatients from quality of services provided by nurses and physicians in Sina hospital
Author(s) -
Hassan Esmailpour,
Masoumeh AsadiBolhasani
Publication year - 2019
Publication title -
journal of management and accounting studies
Language(s) - English
Resource type - Journals
ISSN - 2693-8448
DOI - 10.24200/jmas.vol2iss04pp18-20
Subject(s) - servqual , service quality , quality (philosophy) , empathy , customer satisfaction , reliability (semiconductor) , patient satisfaction , quality assurance , service (business) , dimension (graph theory) , business , quality management , process management , operations management , marketing , nursing , medicine , engineering , quantum mechanics , psychiatry , philosophy , power (physics) , physics , mathematics , epistemology , pure mathematics
Today, most organizations by selecting customer satisfaction index as a key criterion, by assessing the quality of their services are seeking to improve customer satisfaction and therefore their survival. The quality of tool services is to determine the gaps between the considered levels and actual performance levels in a service organization or service part of a manufacturing organization. Methodology: One of the tools to check the quality of services is SERVQUAL model that by this model, dimensions of service quality including reliability, responsibility, assurance, empathy, physical dimension, and appearances of providing services is investigated. Results: The main objective of this study is to investigate the satisfaction of patient from the quality of services provided in internal sectors, surgery and special of Sina hospital. Conclusion: Also in this study, the gap between patients' expectations from the quality of services provided and the quality of services received was measured.