Gap Analysis between Expectation-Perception of Service Quality - Patients' Viewpoint

Abstract

Introduction: service quality is the judgment of patients based on their perception of the services they have received. The perception will be compared with patients' expectations in order to have a judgment about services quality. The aim of this study was to determine the gap analysis between expectation-perception of service quality from the patients' viewpoint. Material and methods: This is a descriptive survey study involving 550 outpatients in Ahvaz University of Medical Sciences teaching hospitals during 2015. SERVQUAL questionnaire was used to data gathering (α expectation= 0.88 and α perception = 0.85). Descriptive statistics as well as Friedman test and t-test were performed using SPSS16 for data analysis. Results: A significant difference was observed between the perception and expectation of patients based on aspects of the service quality questionnaire (P ≤ 0.004). The smallest gap between perception and expectation was for the component of confidence (P-Value = 0.004) and the biggest gap was for the immediate and timely attention (P-Value = 0.0001). Finally, Persian language patients had perceived better quality than other patients in the mentioned dimensions of the selection the service providers, communication and interaction, continuity of service, quality of facilities and basic amenities, respect, immediate and timely attention, safety, prevention and the total quality (P-Value ≤ 0.037). Conclusions: In general, service quality was lower than the expectations of the patients in the studied hospitals. Identifying the gaps in service quality dimensions and employing proper policies will lead an improvement and patient's satisfaction.