The Expected and Perceived Service Quality by Geriatric Patients and Medical Staff of NAJA Hospitals

Considering the difference between perceived service quality from the viewpoint of patients and hospital staff, the purpose of this study was to compare perceived service quality from the viewpoint of elderly patients and medical staff.
In this descriptive and analytical study, all elderly patients hospitalized during July and August at Valiasr and Imam Sajjad Hospital and also 242 medical staff of these 2 hospitals were studied. Data were collected by the SERCQUAL scale.
Average scores of service quality expectations in patients was higher than the average score of expectations in medical staff. Also, the elderly patients had higher scores than the medical staff in 5 dimensions of perceived service quality.
The results of this study showed that the perception of service quality and expectations of service quality were different in elderly patients and medical staff.