Shahid Beheshti University of Medical Science
  • New Submission
  • ثبت‌نام
  • ورود
  • فارسی
    • English

Advances in Nursing & Midwifery

  • Home
  • اطلاعیه‌ها
  • درباره
    • درباره‌ی مجله
    • Editorial Board
    • Author Guideline
    • بیانه حریم خصوصی
    • اطلاعات تماس
  • Issues
    • بایگانی‌ها
    • شماره جاری
    • Accepted Manuscript
  • Indexing/Abstracting
  • Ethics
    • Ethical requirements
    • Publication Ethics and Research Misconduct
    • Ethical Considerations for Human Subjects
  • Declaration of AI Use
  • New Submission
جستجوی پیشرفته
  1. صفحه اصلی
  2. بایگانی‌ها
  3. دوره 30 شماره 4 (2021): Advances in Nursing & Midwifery
  4. Research Article

دوره 30 شماره 4 (2021)

مهر 2021

Quality Gap in Child Care under One Year Using the Servqual Model in Sanandaj Comprehensive Health Centers

  • Rahil Gholipour
  • Roonak Shahoei
  • Golbahar Ghade Khani

Advances in Nursing & Midwifery, دوره 30 شماره 4 (2021), 15 مهر 2021 , صفحه 15-20
https://doi.org/10.22037/anm.v30i4.36706 چاپ شده: 2021-10-15

  • مقاله
  • دانلود
  • ارجاع
  • مراجع
  • آمار
  • اشتراک

چکیده

Abstract
Introduction: Childhood has a significant impact on human growth and development. So that children who receive inappropriate care during the first years of life have lower intelligence and less compelling power, become sicker and prolong their illness. To this end, the provision, maintenance and promotion of the health of children under one year is a special status as a vulnerable group in health services. The aim of this study was to determine the quality of care for children under one year using the SERVQUAL model in Sanandaj comprehensive health centers in 2018.
Methods: In this descriptive-analytical study, 384 children under one year old who referred to Sanandaj comprehensive health centers were selected by stratified random sampling. Data collection was done using SERVQUAL questionnaire (service quality). Data were analyzed by SPSS-23 software using descriptive statistics, t-test and ANOVA.
Results: The results of this study showed that in all aspects of service quality there was a negative gap, then the responsiveness dimension had the highest quality gap and then the assurance dimension had the least quality gap and in all dimensions the average customer expectations were higher than their average perceptions.
Conclusions: Given the negative gap in the five dimensions of service quality and high expectations of perception in all dimensions, the needs and expectations of service recipients need to be taken into account in order to reduce the service quality gap.

کلمات کلیدی:
  • Service Quality
  • SERVQUAL Model
  • Child
  • pdf (English)

ارجاع به مقاله

Gholipour, R., Shahoei, R., & Ghade Khani, G. (2021). Quality Gap in Child Care under One Year Using the Servqual Model in Sanandaj Comprehensive Health Centers. Advances in Nursing & Midwifery, 30(4), 15–20. https://doi.org/10.22037/anm.v30i4.36706
  • ##plugins.generic.citationStyleLanguage.style.acm-sig-proceedings##
  • ##plugins.generic.citationStyleLanguage.style.acs-nano##
  • ##plugins.generic.citationStyleLanguage.style.apa##
  • ##plugins.generic.citationStyleLanguage.style.associacao-brasileira-de-normas-tecnicas##
  • ##plugins.generic.citationStyleLanguage.style.chicago-author-date##
  • ##plugins.generic.citationStyleLanguage.style.harvard-cite-them-right##
  • ##plugins.generic.citationStyleLanguage.style.ieee##
  • ##plugins.generic.citationStyleLanguage.style.modern-language-association##
  • ##plugins.generic.citationStyleLanguage.style.turabian-fullnote-bibliography##
  • ##plugins.generic.citationStyleLanguage.style.vancouver##
  • ##plugins.generic.citationStyleLanguage.download.ris##
  • ##plugins.generic.citationStyleLanguage.download.bibtex##

مراجع

REFERENCES

Kosaryan M, Vahidshahi K, Shafaat B, Abaskhanian A, Azizi S, Shahrokh S. Screening of Developmental Problem, Day care Centers, Sari, 2006. [Persian]. J Mazandaran Univ Med Sci. 2007;17(59):69-75.

Sharaki A, Mardani M, Arab M, Firoozkoohi Z. Infant under 1-59 month mortality causes in Zabol. [Persian]. IJNR. 2010;5(17):6-13.

Homaierad E, Samadi A, Bayazidi Y, Hayati R. Comparing the Socioeconomic Determinants of Infant Mortality Rate in Iran and MENA Countries. [Persian]. J Economic Modeling Res. 2013;12(3):135-51.

Hajinabi K, Riahi L, Tavakoli F. Relationship between integrated well child care plan implementation and child indicators at Noor city of health network. [Persian]. J toloo-e-behdasht. 2013;12(2):183-92.

NasrollahpourShirvani RP, Motlagh ME. Evaluation of the Performance of Referral System in Family Physician Program in Iran University of Medical Sciences: 2009. [Persian]. Hakim Res J. 2010;13:19-25.

Lee M, Hwan I. Relationships among Service quality, customer satisfaction and profitability in the Taiwanese banking industry. Int J Manag. 2005;22:635-6.

Soheili S. Handbook of public health; primary health care and health care. Tehran: Arjmand [Persian]. 2006:76-87.

Motlagh ME, Nasrollahpour Shirvani SD, Maleki MR. Performance evaluation in vice-chancellery of universities/faculties of medical sciences of Iran based on Iranian national productivity and excellence award & EFQM excellence model, 2010. [Persian]. Hakim Res J. 2013;16(2):80-8.

Jamali R. Provide A Model For Improving The Quality Of Education In Higher Education Institutions SERVQUAL And QFD Approach To Fuzzy Graduate Students At Yazd University. Master's Thesis executive Management 2011. Yazd University. (Persian).

Nori H. Deployment of service quality model (SERVQUAL) in Hazrat Rasoul Akram Hospital. Master of science thesis: Iran University of Medical Sciences [Persian]. 2006.

Parasuraman A, Zeithaml VA, Berry LL. Servqual: A multiple-item scale for measuring consumer perc. J Retail. 1988;64:12-22.

Aghamollaie T, Zare S, Kebriyaie A, Podat A. Quality of primary healthcare from the perspective of women referred to health centers in Bandar Abbas. [Persian]. Payesh Health Monitor. 2008;7(2):121-7.

Gholami A, Salari Lak Sh, Gharaaghaji Asl R. Quality gap in primary health care in urmia health centers ; 2009 [Persian]. J Urmia Univ Med Sci. 2010;21:347-53.

Anderson EA, Zwelling LA. Measuring service quality at the University of Texas M.D. Anderson Cancer Center. Int J Health Care Qual Assur. 1996;9(7):9-22. doi: 10.1108/09526869610150200 pmid: 10162922

Padma P, Rajendran C, Lokachari PS. Service quality and its impact on customer satisfaction in Indian hospitals: Perspectives of patients and their attendants. Benchmark Int J. 2010;17(6):807-41. doi: 10.1108/14635771011089746

Kazemnezhad L, Ghasemzadeh MJ, Mohebi S. The quality of maternal and child health care services with servqual model. [Persian]. J Health Care. 2016;18(2):111-19.

Lin DJ, Li YH, Pai JY, Sheu IC, Glen R, Chou MJ, et al. Chronic kidney-disease screening service quality: questionnaire survey research evidence from Taichung City. BMC Health Serv Res. 2009;9:239. doi: 10.1186/1472-6963-9-239 pmid: 20021684

Tarrahi M, Hamouzadeh P, Bijanvand M, Lashgarara B. The quality of health care services provided in health care centers of Khorramabad using SERVQUAL model in 2010. [Persian]. Yafteh. 2012;14(1):13-21.

Bakar C, Akgun HS, Al Assaf AF. The role of expectations in patients' hospital assessments: a Turkish university hospital example. Int J Health Care Qual Assur. 2008;21(5):503-16. doi: 10.1108/09526860810890477 pmid: 18785349

Jebraeily M, Rahmani B, Khodayari R, Golifarhoodi G, Mohammadi A. Assessment of inpatient satisfaction from services quality in medical and educational centers of Uromia University of Medical Science by SERVQUAL model. [Persian]. Quarter Sci Res J Iran Health Inform Manage Associat (IHMA). 2013;7(2):19-24.

Arasli H, Ekiz EH, Katircioglu ST. Gearing service quality into public and private hospitals in small islands: empirical evidence from Cyprus. Int J Health Care Qual Assur. 2008;21(1):8-23. doi: 10.1108/09526860810841129 pmid: 18437935

Haghshenas E, Arab M, Rahimi Foroshani A, Movahed E. Assessing The Quality Of Services Provided At Outpatient Clinics Among Hospitals Affiliated To Tehran University Of Medical Sciences Based On SERVQUAL Model In 2015. [Persian]. J Hospital. 2017;16(2):9-17.

Razmjoee M, Yadollahi M, Shamsedini N. Patients' Satisfaction with Service Quality of a Public Hospital: An Evaluation Study (SERVQUAL Model). J Health Sci Surveillance Sys. 2017;5(2):66-71.

Andaleeb SS. Public and private hospitals in Bangladesh: service quality and predictors of hospital choice. Health Policy Plan. 2000;15(1):95-102. doi: 10.1093/heapol/15.1.95 pmid: 10731240

Mohebbifar R, Barikani A, Hasani H. Measuring hospital service quality gap from the viewpoint of inpatients in educational hospitals of qazvin university of medical sciences (2012-13). [Persian]. J Hospital. 2015;14(52):97-104.

Bahmei J, Rahimi H, Rahgoshay I, Kavosi Z. Quality Evaluation Of Emergency De-partment Services Of Nemazee Hospital From The Patients' Viewpoint. [Persian]. J Depict Health. 2016;7(1):18-26.

Abolghasem Gorji H, Tabatabaei SM, Akbari A, Sarkhosh S, Khorasani S. Using the Service Quality Gap's Model (SERVQUAL) in Imam Khomeini Teaching Hospital: 2012. [Persian]. JHA. 2013;16(51):7-18.

Hekmatpou D, Sorani M, Farazi AA, Fallahi Z, Lashgarara B. A survey on the quality of medical services in teaching hospitals of Arak University of Medical Sciences with SERVQUL model in Arak, 2010. [Persian]. J Arak Uni Med Sci. 2012;15(7):1-9.

Oliaee Z, Jabbari A, Ehsanpour S. An investigation on the quality of midwifery services from the viewpoint of the clients in Isfahan through SERVQUAL model. Iran J Nurs Midwifery Res. 2016;21(3):291-6. doi: 10.4103/1735-9066.180377 pmid: 27186207

Ameryoun A, Dopeykar N, Nasiri T, Meskarpour Amiri M, Et Al. Assessment The Gap Between Patients'Expectations And The Services Provided To Them In Selected Hos-pitals Of Tehran In 2012. [Persian]. J Police Med. 2013;2(1):1-10.

Mohammadi A, Eftekhar Ardebffi H, Akbari Haghighi F, Mahmoudi M, Poorreza A. Evaluation of Services Quality Based on the Patientts' Expectations and Perceptions in zanjan Hospitals. [Persian]. J School Pub Health Institute Pub Health Res. 2004;2(2):71-84.

Shafiq M, Naeem MA, Munawar Z, Fatima I. Service Quality Assessment of Hospitals in Asian Context: An Empirical Evidence From Pakistan. Inquiry. 2017;54:46958017714664. doi: 10.1177/0046958017714664 pmid: 28660771

Karami Matin B, Rezaei S, Moradinazar M, Mahboubi M, Ataee M. Measurement Of Quality Of Primary Health Services By Servqual Model: Evidence From Urban Health Centers In West Of Iran. Res J Med Sci. 2016;10(5):475-80.

Adhami Moghadam F, Sahebalzamani M, Rouhafza M. Gap Analysis of Service Quality from Bedridden Patient's Point of view at Hospitals of Tehran Medical Sciences Islamic Azad University. [Persian]. Health Manage J. 2017;8(2):21-32.

Ghobadi H, Mehrnoush N, Hamidkholgh G, Amani F. Measuring the quality of services pro-vided for outpatients in Kowsar Clinic in Ardebil City based on the SERVQUAL Model. [Persian]. J Ardabil Univ Med Sci. 2014;14(4):387-79.

Alijanzadeh M, Asefzadeh S, Khoshtarkib H, Ghamari F, Alijanzadeh M. The Perceptions And Expectations Survey Of The People About Quality Health Services In Qazvin Province. [Persian]. J Health Inform Manage. 2015;12(5):636-46.

Safi MH, Fereydounfar AA, Arshi SH. Quality Of Primary Health Services In The Clinics Of Shomal Health Center Of Tehran. [Persian]. J Commun Health. 2014;1(1):54-61.

Gholami A, Nori A, Khojastehpour M, Askari M, Sajjadi H. Quality Gap In Primary Health Care In Neyshabour Health Care Centers. [Persian]. J Daneshvar Med. 2011;18(92):5-14.

Mohammadi A, Shoghli AR. Survey on Quality of Primary Health Care in Zanjan District Health Centers. [Persian]. J Zanjan Univ Med Sci. 2008;65:89-100.

Tabatabaei SM, Behmanesh Pour F, Share Mollashahi S, Sargazi Moakhar Z, Zaboli M. The Quality Gap In The Services Provided By Rural Maternity Units In Southeast Of Iran. J Health Scope. 2015;4(4):12-9. doi: 10.17795/jhealthscope-25344

Jena-Abadi H. Distance between patients' perceptions and expectations of service quality using SERVQUAL model health centers in Zahedan. [Persian]. Payesh Health Monitor. 2011;10(4):449-55.

Zarei E, Ghazi Tabatabai SM, Rahimi Forushani A, Rashidiyan A, Arab M. Hospital Services Quality From Patients' Point Of View: A Cross-Sectional Study In Tehran Private Hospitals. [Persian]. Payavard. 2012;5(4):66-76.

Sharifirad GR, Shamsi M, Pirzadeh A, Daneshvar Farzanegan P. Quality gap in primary health care services in Esfahan women's perspective. [Persian]. J Health Syst Res. 2010;6(1):95-105.

Roohi G, Nasiri H, Hesam M, Mirkarimi F, Asaiesh H. Quality of primary health services in Gorgan health care services centers. J Res Dev Nurs Midwife. 2009;6(2):9-17.

  • چکیده مشاهده شده: 375 بار
  • pdf (English) دانلود شده: 193 بار

آمار دانلود

  • لینکدین
  • تویتر
  • فیسبوک
  • گوگل پلاس
  • تلگرام

اطلاعات

  • برای خوانندگان
  • برای نویسندگان
  • برای کتابداران

زبان

  • English
  • فارسی
  • صفحه اصلی
  • بایگانی
  • ارسال مقاله
  • درباره‌ی مجله
  • تیم سردبیری
  • اطلاعات تماس

Print ISSN: 2383-3750
Electronic ISSN: 2538-399X

قدرت یافته از OJSPlus