Abstract:
Today, most organizations by selecting customer satisfaction index as a key criterion, by
assessing quality of their services are seeking to improve customer satisfaction and therefore
their survival. The quality of tool services is to determine the gaps between the considered
levels and actual performance levels in a service organization or service part of a
manufacturing organization. One of the tools to check the quality of services is SERVQUAL
model that by this model, dimensions of service quality including reliability, responsibility,
assurance, empathy, physical dimension and appearances of providing services is
investigated. The main objective of this study is to investigate the satisfaction of patient
from quality of services provided in internal sectors, surgery and special of Sina hospital.
Also in this study, the gap between patients' expectations from quality of services provided
and quality of services received was measured
Machine summary:
ISSN 2382-9745 Investigating the satisfaction of inpatients from quality of services provided by nurses and physicians in Sina hospital Hassan Esmailpour1 and Masoumeh Asadi Bolhasani2 1- Doctor of Business Administration 2- Master of Executive Management Department of Executive Management, Centeral Tehran Branch, Islamic Azad University, Tehran, Iran.
The main objective of this study is to investigate the satisfaction of patient from quality of services provided in internal sectors, surgery and special of Sina hospital.
Keyword: Patients satisfaction, quality, service, reliability, responsibility, assurance, empathy, physical dimension and appearances of services * Corresponding author: Masoumeh Asadi Bolhasani Peer review under responsibility of UCT Journal of Management and Accounting Studies UCT Journal of Management and Accounting Studies INTRODUCTION The main purpose of providing health medical services is maintaining public health that is provided through providing desired and required services of health care.
In the second part, five dimensions of health care quality was assessed using SERQUAL model that these dimensions were assessed in expected service and the service received based on the Likert scale 1=very weak 2 = weak 3 = average 4 = good 5 = very good.
Satisfaction of referred to admission unit of educational hospital covered by Medical Sciences university of Kashan, Journal of Health Management, Volume 10, Issue 29, Autumn 2007, p.
Medical and nursing services and patients UCT Journal of Management and Accounting Studies satisfaction level .
Sheikh Damanhouri, (2013) "Patients' satisfaction of service quality in Saudi hospitals: a SERVQUAL analysis", International Journal of Health Care Quality Assurance, Vol. 26 Iss: 1, pp.