کیفیت خدمات در بیمارستان های ایران: مرور نظامند و متاآنالیز

رضایی, ستار and حاجی زاده, محمد and زندیان, حامد and فتحی, افشین and نوری, بیژن (1397) کیفیت خدمات در بیمارستان های ایران: مرور نظامند و متاآنالیز. Medical Journal of the Islamic Republic of Iran ــ 32 (1). pp. 1-8. شاپا 1016-1430


Official URL: http://mjiri.iums.ac.ir/article-1-4744-en.html


Service quality in Iranian hospitals: A systematic review and meta-analysis

English Abstract

Background: This study aimed to explore service quality in Iranian hospitals by a systematic review and meta-analysis of the existing literature. Methods: The literature search in the international (PubMed, Scopus, and the ISI) and Iranian (SID, Iranmedex, and Magiran) scientific databases was conducted to identify studies (published in English and Persian) used the service quality gap (SERVQUAL) model to examine service quality in Iranian hospitals between 2000 and 2016. The databases were searched using a combination of the following keywords: "hospital service quality", or "healthcare service quality", and "SERVQUAL model", or "gap model", and "Iran". A random-effects meta-analysis model was used to investigate the quality of hospital care in Iran. Results: A total of 13 articles with 4,217 patients were included in the study. Results indicate that there are negative gap values between patients' expectations and perceptions in six SERVQUAL dimensions namely. tangibility, reliability, responsiveness, assurance, empathy, and access. The overall mean score of patients’ expectations and perceptions of quality of hospital care in Iran were estimated 4.59 and 3.69, respectively (i.e., quality score gap= -0.9). The highest and lowest quality score gap values were related to the reliability and responsiveness dimensions, correspondingly. Conclusion: The study found that expectations of patients from hospital care have not been met in Iran. Thus, improving service quality in Iranian hospitals warrants further attention by health professionals, health policy-makers, and hospital managers.

Item Type:Article
زبان سند : انگلیسی
نویسنده اول :ستار رضایی
نویسنده :محمد حاجی زاده
نویسنده :حامد زندیان
نویسنده :افشین فتحی
نویسنده مسئول :بیژن نوری
Additional Information:Indexed in: Scopus, Pubmed/PMC, Google Scholar, Index Copernicus, EBSCO, DOAJ, ISC, SID , Magiran
کلیدواژه ها (انگلیسی):Service quality, Iranian hospitals, SERVQUAL model, Systematic review, Meta-analysis
Subjects:WA Public Health
WA Public Health

WX Hospital and other health Facilities
Divisions:Faculty of Medicine > Department of Pediatrics , Community Medicine
Faculty of Health > Health Economics
Faculty of Health > Health Management
ID Code:10508
Deposited By: Dr Hamed Zandian
Deposited On:24 Jun 1397 17:08
Last Modified:29 Jan 1400 08:37

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