Health Quality Assessment of Imam Reza Hospital in Tabriz during COVID-19 Pandemics with SERVQUAL pattern

Abstract

The quality of services provided in a hospital is a higher level of the importance that a medical center provides in the form of services or experiences to clients. which is determined by factors such as client satisfaction, timeliness, accuracy and reliability, and their empathy and responsiveness. Quality service creates a positive customer experience, builds loyalty and trust, and ensures customer retention. It is also financially beneficial for the service provider. The main purpose of this thesis is to identify the strengths and weaknesses in the field of health and medical activities, to inform policymakers about the strengths and weaknesses of the quality of health services, in order to improve the performance and improve the quality of health services. in Imam Reza Hospital, so that it becomes a turning point for improving the quality of service. Methods: This cross-sectional survey was conducted in the city of Tabriz in the northwest of Iran in 1400 and 595 people aged 18 to 64 years were included in the study. The study data included demographic variables, questionnaires related to tangible or physical dimensions, reliability, responsiveness, assurance, empathy, quality gap. Data were analyzed by STATA/MP17.0 software. Independent t-test and Anova were used. Results: Generally , there was a quality gap in all five service dimensions and this gap was negative (expectations beyond perceptions). The average score of the overall service quality gap was (-1.12), the lowest average score of the quality gap (-1.02) was obtained in the response dimension and the highest average score of the quality gap (-1.22) was obtained in the assurance dimension. Service recipients rated the assurance dimension with an average perception score of 4.58 as the most important dimension and the empathy dimension with an average perception score of 3.59 as the least important dimension of health services.