Factors Influencing the Inpatient's Satisfaction Based on the SERVQUAL Model

Background and One of the major purposes of health and clinical centers is the satisfaction of patients which will consequently enhance their status of health. This study aimed at determining the level of inpatients satisfaction in Sari Imam Khomeini Hospital from the services provided according to SERVQUAL model. In a descriptive-analytical study in 2013, 331 inpatients in different wards of Sari Imam Khomeini Hospital (internal medicine, surgery, women, orthopedic, etc.) were selected via cluster sampling. Data was collected using the SERVQUAL model and analyzed in SPSS applying kolmogrov-Smirnov test, one sample t test, paired-t test and Fridman test. The mean scores for expectations and perceptions were 4.10 ± 0.28 and 2.69 ± 0.26, respectively. Significant difference was found between patients’ expectations and their perceptions (t= 17.65, P< 0.05). This difference was also significant in any of the fivefold dimensions of SERVQUAL in Sari Imam Hospital. In tangibility dimension of SERVQUAL model, the main factors perceived by patients were empathy, physical appearance, responsiveness, assurance, and reliability, respectively. According to this study there was a significant difference between patients’ expectations and perceived quality, which indicates that patients were not satisfied with the services provided.