JURNAL INTERNASIONAL KEBIDANAN 2020-2023 UNIVERSITAS KEDOKTERAN GUILAN VOLUME 31 ISSUE 1.
JOURNAL OF HOLISTIC NURSING OF MIDWIFERY
Patient Satisfaction With the Quality of Health Services Provided by Public Hospitals in Rasht, Iran

JURNAL INTERNASIONAL KEBIDANAN 2020-2023 UNIVERSITAS KEDOKTERAN GUILAN VOLUME 31 ISSUE 1.
JOURNAL OF HOLISTIC NURSING OF MIDWIFERY
Patient Satisfaction With the Quality of Health Services Provided by Public Hospitals in Rasht, Iran

Patient satisfaction, Patients, Health

Introduction: Service quality is a distinguishing and most powerful competitive factor. By
improving the quality of service delivery, it is possible to increase productivity, reduce costs,
and, as a result, increase patient satisfaction.
Objective: The present study aims to determine the level of patient satisfaction with the
quality of health services provided by public hospitals based on the SERQUAL-KANO model.
Materials and Methods: This is an analytical study with cross-sectional design. The study
population consists of all patients admitted to the emergency department, and male &
female medical wards of public hospitals in Rasht, Iran. This, 250 patients were selected
by a two-stage stratified sampling method. Data collection tools were two questionnaires
of SERVQUAL and Kano with acceptable reliability (α=0.77 and 0.72). Kolmogorov-Smirnov
and Wilcoxon tests were used to analyze data.
Results: The majority of patients were male (53%) with a bachelor’s degree (32%) aged
40-59 years (38%). In all hospitals, according to the Wilcoxon test results, the highest and
lowest mean quality scores were related to assurance and tangibility dimensions (P<0.05).
The highest level of patient satisfaction was reported in Hospital no. 2 with a quality gap of
+0.41, while the lowest level was related to Hospital no. 5 with a gap of -0.23. According to
Importance-Performance Analysis matrix, tangibility was in the “Concentrate Here” quadrant;
the dimensions of reliability and responsiveness were in the “Low Priority” quadrant; the
dimension of assurance was in the “Possible Overkill” quadrant; and the dimension of
empathy was in the “Keep Up the Good Work” quadrant. According to the Kano model, 13
attributes were classified as “Attractive”, 11 as “One-dimensional”, and only 1 property as
“Reverse”; no attribute was classified as “Indifferent”.
Conclusion: It seems necessary to make more improvements in facilities and equipment,
appearance of staff, communication tools, and cleanness of hospital environment to increase
patient satisfaction in public hospitals.

Fardin Mehrabian , Mahnaz Hemmati No'doust Gilani ، Alireza Almaee

January 2021, Volume 31, Number 1

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