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Healthcare Quality: Applying a Servuse Model Publisher



Mahmoudian P1 ; Ebrahimipour H2 ; Doosti H3 ; Najar RV2 ; Haghighi H4 ; Hooshmand E2 ; Hosseini SE5
Authors
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Authors Affiliations
  1. 1. Student Research Committee, School of Health Management and Information Sciences, Iran University of Medical Sciences, Tehran, Iran
  2. 2. Health Sciences Research Center, Department of Health and Management, School of Health, Mashhad University of Medical Sciences, Mashhad, Iran
  3. 3. Department of Mathematics and Statistics, Macquarie University, Sydney, NSW, Australia
  4. 4. Department of health Management, Policy and Economics, Tehran University of Medical Sciences, Tehran, Iran
  5. 5. Student Research Committee, School of Health Management and Information Sciences, Isfahan University of Medical Sciences, Isfahan, Iran

Source: International Journal of Advanced Operations Management Published:2024


Abstract

The aim of this study was to evaluate service quality that is provided in hospitals affiliated to Mashhad University of Medical Sciences based on SERVUSE model in 2018. In this cross-sectional study, 130 cardiac surgery patients of three hospitals were being investigated using SERVUSE questionnaire. The questionnaire had six dimensions: tangibles, reliability, responsiveness, assurance, empathy and usability. The validity was approved through the content validity and its reliability by using Cronbach’s alpha. Data have been analysed by SPSS software. The gap between patient perceptions and expectations were as follows: tangibility (–0.52), usability (–0.23), reliability (–0.22), assurance (–0.21), responsiveness (–0.11) and empathy (0.06) and a significant relationship between expectations and perceptions and variables such as behavioural intention, perceived quality and satisfaction (p-value: 0.001). Managers should pay more attention to improve the physical environment of hospitals, utilise proper equipment in order to reduce quality gaps. Copyright © 2024 Inderscience Enterprises Ltd.
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