Analysis of SERVQUAL in Shahid Sadoghi hospital, Yazd, Iran

Introduction: The quality of service has an important role in the success of health care organizations. Service quality has been an important research topic in view of its significant relationship to costs, profitability, customer satisfaction, customer retention and service guarantee. This study attempts to use SERVQUAL instrument to analysis the gap between qualities of services in Shahid Sadoghi hospital, Yazd, Iran. Methods: This descriptive study was carried out through in 2010. The research population comprised patients admitted to Shahid Sadoghi hospital wards. Sample size, included 78 patients, and obtained randomly. The data was collected by 22-item SERVQUAL questionnaire that was designed according to gap model. Data analysis was carried out by SPSS 14, using Kolmogror – smirnore and t-tests. Results: The results demonstrated that there was a quality gap in Shahid Saddoghi hospital. In the other hand, the results showed that there were significant differences between expectations and perceptions of patients in SERVQUAL dimensions. Also, the study identified some critical and problematic items that have main role in constructing observed quality gap. Conclusion: The existing quality gap means patient's expectations exceed their perceptions. Thus, improvement is needed across SERVQUAL dimensions.