ArticleElectronic physician2016
Measurement of Quality of Educational Hospital Services by the SERVQUAL Model: The Iranian Patients' Perspective.
Article in Electronic physician, 2016. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 12 papers, 3 of them syntheses that pooled it.
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The abstract states no effect estimate the extractor could read, or names no intervention and outcome on the map, so this paper lights no cell and moves no belief. It is still indexed, cited and linked below.
The trial behind it
Trials whose registry record cites this paper, or whose number appears in the abstract. A trial that started after this paper was published is citing it as background, not reporting it.
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Who cites it
12 citing papers in PubMed, 3 syntheses or guidelines pooled it.
- A systematic review and meta-analysis of healthcare service quality in Iran using the SERVQUAL model: a comparison before and after the Health Transformation Plan.BMC health services research · 2026Pooled it
- The Servqual Method as an Assessment Tool of the Quality of Medical Services in Selected Asian Countries.International journal of environmental research and public health · 2022Pooled it
- The Quality of Services of Iran University Hospitals Based on SERVQUAL's Evaluation Model: A Systematic Review and Meta-Analysis.Frontiers in public health · 2022Pooled it
- Service Quality in Iranian Hospitals From Patients' Perspectives Based on the SERVQUAL Model: A Systematic Review and Meta-Analysis.Health science reports · 2025Review
- Patients' views on health promotion and disease prevention services provided by healthcare workers in a South African tertiary hospital.BMC health services research · 2023Article
- Patient satisfaction with quality of care in public hospitals in Albania.Frontiers in public health · 2022Article
- Article
- Service quality in Iranian hospitals: A systematic review and meta-analysis.Medical journal of the Islamic Republic of Iran · 2018Article
- Assessing Medical Tourism Services Quality Using SERVQUAL Model: A Patient's Perspective.Iranian journal of public health · 2018Article
- Gap between the Expectations and Perceptions of Students regarding the Educational Services Offered in a School of Nursing and Midwifery.Journal of clinical and diagnostic research : JCDR · 2017Article
- Patients' perceptions of service quality in China: An investigation using the SERVQUAL model.PloS one · 2017Article
- Evaluating quality of contraceptive counseling using SERVQUAL model: A cross-sectional study in southern Ethiopia, 2021.Women's health (London, England)Article
Corrections and comments
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Authors and funding
7 authors.
Funding
No grant is acknowledged in the PubMed record.
Abstract
introductionThe main mission of hospitals in any health system is to deliver high quality healthcare for patients and meet their needs and expectations. The aim of the current study was to assess the quality of the service of educational hospitals affiliated with Kermanshah University of Medical Sciences in 2015, from the perspective of patients.
methodsIn this cross-sectional study, the perspectives of 400 patients were assessed about the quality of the services provided by educational hospitals in Kermanshah (western Iran) in 2015. The quality was assessed by the SERVQUAL questionnaire with five dimensions, i.e., tangibility, reliability, responsiveness, assurance, and empathy. In addition, the Wilcoxon test and the Kruskal-Wallis test were used to explore any association between the dependent variable and explanatory variables. The data were analyzed using Stata V.12 software.
resultsThere were negative gaps in all five dimensions. The highest and lowest gaps in the mean score were found in the assurance (-0.88) and responsiveness (-0.56) dimensions. The patients ranked responsiveness as the most important dimension of the quality of healthcare.
conclusionThere were gaps between the patients' perceptions and their expectation about the five dimensions that were studied based on the SERVQUAL model. Also, it is recommended that improving the quality of healthcare is possible by various policies, such as good responsiveness, access to health workers, and delivering healthcare in less time.
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