A study of outpatients expectation and satisfaction by using gap analysis technique : an exploratory study in Diwaniya teaching hospital
Other Title(s)
دراسة توقعات و رضا المرضى الخارجين باستخدام أسلوب تحليل الفجوة : دراسة استطلاعية في مستشفى الديوانية التعليمي
Author
Source
al-Qadisiya Journal For Administrative and Economic Sciences
Issue
Vol. 18, Issue 1 (31 Mar. 2016), pp.13-27, 15 p.
Publisher
University of al-Qadisiyah College of Administration and Economics
Publication Date
2016-03-31
Country of Publication
Iraq
No. of Pages
15
Main Subjects
Topics
Abstract EN
This research aims at assessing outpatient expectations and satisfaction of service quality rendered by Diwaniya teaching hospital by using Gap analysis technique.
Little or no researches have been conducted related to outpatient according to researcher knowledge.
Most of researches concentrate on inpatient view about health care quality.
140 questionnaire were distributed for this purpose and questionnaire with 20 statements in four dimensions developed by (Choi et al; 2005) was adapted with some modifications and only 122 questionnaire were valid and used for analysis.
The analysis shows that there was a negative gap between expectation and perception in mean value in all dimensions of service quality rendered by hospital.
Recommendations about improvement across quality dimensions are submitted to bridge the gap between expectations and perceptions and enhance patients satisfaction.
American Psychological Association (APA)
Muhsin, Majid Abd al-Amir. 2016. A study of outpatients expectation and satisfaction by using gap analysis technique : an exploratory study in Diwaniya teaching hospital. al-Qadisiya Journal For Administrative and Economic Sciences،Vol. 18, no. 1, pp.13-27.
https://search.emarefa.net/detail/BIM-797815
Modern Language Association (MLA)
Muhsin, Majid Abd al-Amir. A study of outpatients expectation and satisfaction by using gap analysis technique : an exploratory study in Diwaniya teaching hospital. al-Qadisiya Journal For Administrative and Economic Sciences Vol. 18, no. 1 (2016), pp.13-27.
https://search.emarefa.net/detail/BIM-797815
American Medical Association (AMA)
Muhsin, Majid Abd al-Amir. A study of outpatients expectation and satisfaction by using gap analysis technique : an exploratory study in Diwaniya teaching hospital. al-Qadisiya Journal For Administrative and Economic Sciences. 2016. Vol. 18, no. 1, pp.13-27.
https://search.emarefa.net/detail/BIM-797815
Data Type
Journal Articles
Language
English
Record ID
BIM-797815