Implementation of Quality Gaps Model (SERVQUAL) at Hazrate Rasul Hospital

the Patients who receive health care, can not see the results of services before receiving them and their opinion about services depend on their observation about outward appearance of Organization, equipments and tools, service providing place, service providing qualifications, price and so on. Therefore measurement of service quality is vital for these organizations. The objective of this study was to Implementation of Quality Gaps Model (SERVQUAL1) at Hazrate Rasul Hospital. This Study was a cross-sectional study of quality of service carried out in the Hazrete Rasul Hospital in Tehran, Iran. Quality of service was measured using the SERVQUAL questionnaire. Then the result was analyzed using the nonparametric tests (MannWhitney, Wilcoxen, and Kroscal-Wallis).All the inpatients of Hazrat Rasoul hospital composed research population. In all 102 inpatient were studied. Among 5 dimensions of quality, there was the largest gap between expectation and perception in assurance capability (27.8) and then were tangible(26.2), empathy(25.8), responsiveness(25.2), reliability(22), respectively; and mean of gap between expectation and perception was 25.4. According to these finding, health care quality can not meet patient's needs and expectations in this hospital. To resolve this problem, service quality should be evaluated continually. It will make hospital capable to aware probably problems (about human resources, equipment...) and resolve them. © 2008 ICQR