Evaluation of Hospital Service Quality Comparisons Using Fuzzy Weighted SERVQUAL Method in Zahedan City, 2017

One of the most important issues in any organization is service quality and customer satisfaction. The quality role of hospitals is more significant in compare to other organizations because it is related to people’s life and their mood. Hence, this study aimed to evaluate and compare the service quality in public hospitals in Zahedan city in order to improve services and to supplement the health of society. This cross sectional study was practical and included sample size from two public hospital`s patients in Zahedan city. Simple random sampling was applied, and the sample size was calculated to be 96, based on the referral of patients to the hospital. Data were collected using a researcher questionnaire which its validity have been confirmed by experts of this field and reliability approved using Cronbach's alpha coefficient 0.8. The results obtained were analyzed and compared using fuzzy weighted SERVQUAL method. The demographic data of this study showed that 56% of patients were men and 44% were women with average age of 45 years. 42% had university degree and 82% had insurance coverage. About preceptions of patients of hospitals from the quality of servies, the reults indicated that patients had close level of satisfaction from the quality of services both hospitals. Based on the extracted results of weighted gaps in Imam Ali hospital are nearly twice larger than Khatam Alanbyia hospital. Based on the results of this study, the dimensions that need most improvement were identified. Measuring patients' views can facilitate the provision of hospital services, especially for Khatam al-Nabiya Hospital, in order to increase the utility of the provided services and improve the quality of services and patient satisfaction.