Determining and Prioritizing the Quality Dimensions of Services Provided to Patients from the Point of View of the Managers of Amiralmomenin Hospital (AS) in Islamic Azad University, Tehran, Iran Using Topsis Tool (TOPSIS)

Document Type: Original Article

Abstract

Introduction: Quality is only factors affecting customer satisfaction, and as consumers' perceptions of product or service quality levels are higher, their level of customer satisfaction and loyalty will be higher. The aim of this study was to determine and prioritize the quality dimensions of services provided to patients from the viewpoint of the managers of Amiralmomenin Hospital (AS) of Islamic Azad University of Tehran using the Tapsis tool.
Methods: The present study is a descriptive-exploratory study. The statistical population included all the managers of Amiralmomenin Hospital in Islamic Azad University of Tehran during 1969-2012. The samples were counted and equal to 33 people. A standard SERVQUAL questionnaire for the quality of hospital services was used to collect the data. The number of specific questions in the questionnaire consisted of 32 questions with 5 Likert scale (totally opposite, opposite, no opinion, agree and completely agree), and the specific questions of the 32-item questionnaire with 6 components of tangibility, reliability, accountability, trust, empathy and the process of service is measured. In order to analyze the data, both descriptive and inferential statistics were used.
Results: 66.7% were male managers. 62.5% of managers were between 40 and 50 years old. 78.50% of managers, married, and average working experience of managers in this study are 19.04 years. There was a significant statistical difference between expectations and perceptions in all questionnaires constructs (P <0.05). Also, prioritizing the quality of hospital services from the managers perspective was to ensure service, reliability, physical and palpable, empathy, accountability and access to care. Conclusion: According to the findings of this study, mobile management is recommended to continuously evaluate their systems in terms of quality, to address problems, increase the quality of service to customers and, ultimately, create an appropriate hospital environment for continuous cooperation between the organization and his colleagues.

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