A Survey of the Quality of the Provided Services by Public Hospitals of Ilam and Kermanshah city to the Out-Patients on the Basis of SERVQUAL Model

The tendency towards the quality of the services has an important role in service industries such as banks، hospitals، clinics، transportations، etc.، since the quality of the services is considered critical in achieving customer satisfaction and finally the survival and profitability of the organization. The present applied research is a cross-sectional descriptive study that was conducted on 450 patients of the studied hospitals of Ilam and Kermanshah in 2011 using SERVQUAL questionnaire (1988) that its validity and reliability have been approved. Finally، T-Test and Friedman test on SPSS software were run to analyse the collected data. The results showed that there is a significant difference between perceptions and expectations of the patients about five fold dimensions of the service quality (tangibility، reliability، assurance، responsiveness، and empathy) in the studied hospitals. The patients who consulted the hospital categorized the tangibility dimension as the most important one with 3. 74 point and assurance the least important with 2. 60 points. Discussion & The results of the present study showed that by using SERVQUAL model، the managers of the hospitals are able to assess the quality of the services from the patients’ viewpoint as the most important and organized customers and that with appropriate planning and reforming the disorders، the improvement of the service quality will be possible.