The gap between the service quality and patients’ expectations in Amir-al-momenin hospital of Semnan University of Medical Sciences in 2016, Semnan, Iran

Abstract

Introduction: Since understanding patients;#39 expectations is necessary for improving service quality, this study aimed to assess and determine the gap between hospital services quality and patients;#39 expectations in Amir-al-momenin Hospital of Semnan University of Medical Sciences based on the SERVQUAL model in 2016. Materials and Methods: This cross-sectional study with simple random sampling method conducted on 321 persons in two wards obstetrics and gynecology (151 persons) and pediatrics (170 persons) in Amir-al-momenin Hospital in Semnan (Iran), using “SERVQUAL” standard questionnaire in 2016. Results: Results showed “expectations” and “perceptions” scores were “low “ and “relatively low” respectively. The "loyalty" of patients was “relatively low” and the gap between patients;#39 perceptions and expectations, and in other words, "patients’ satisfaction", was ” very low”. Conclusion: Very little difference between the patients;#39 perceptions and their expectations in all determinants of the quality of services delivery indicates “very low” satisfaction of patients, so quality improvement in all aspects of service delivery seems necessary.