A STUDY OF SERVICE QUALITY GAP FROM THE PERSPECTIVE OF CORONAVIRUS PATIENTS ADMITTED TO FARHIKHTEGAN HOSPITAL IN TEHRAN, 2020

Abstract

Introduction: Assessing the quality of hospital services from the patients' viewpoint is the most important tool for managers and decision-makers in the health sector to improve the quality of services and do long-term planning. Thus, the present study was conducted to assess the gap in the quality of hospital services from the perspective of the patients with coronavirus admitted to Farhikhtegan Hospital.

Methods: The present descriptive-analytical study was carried out on 100 patients admitted to the corona ward of Farhikhtegan Hospital through sampling. The required information was gathered using a questionnaire comprised two parts, including demographic characteristics and service quality assessment questions (SERVQUAL).

Results: The highest and lowest mean quality of services in the perception section were obtained forresponsivenessand tangibility, with the scores of 19.2 and 14.5, respectively. Interms of expectations, the highest and lowest mean scores of the quality of services were those of reliabilityand tangibility dimensions (20.2 and 16.8, respectively). The service quality gap was positive for responsiveness and empathy dimensions, and negative for the others.

Discussion and Conclusion: In order to improve the quality of services and reduce the gap in services, continuous planning and evaluation of service quality seems necessary.