Volume 3, Issue 1 (6-2017)                   rsj 2017, 3(1): 24-35 | Back to browse issues page


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Faraji Khiavi F, Qolipour M, Dashtinejad Z, Mir I. Relationship between outpatients’ examination time and perceived service quality in teaching hospitals of Ahvaz: 2015. rsj. 2017; 3 (1) :24-35
URL: http://rsj.iums.ac.ir/article-1-68-en.html

Abstract:   (247 Views)

Background and Objectives: For an effective visit, the correct and appropriate use of time is necessary. The aim of this study was to determine relationship between outpatients’ visit length and perceived ‎service quality in teaching hospitals of Ahvaz.

Materials and Methods: This cross-sectional study was conducted participating 550 outpatients referring to teaching hospitals of Ahvaz in 2015. Each outpatients’ visit length was measured and also their perceived service quality was assessed using a SERVQUAL questionnaire (Chronbach’s Alpha=0.84). The data were analyzed using correlation and regression modeling.

Results: The mean of visit length and the perceived service quality were 4.88±0.12 minutes and 2.96±0.38, respectively. The longest visit time (Mean= 8.61 minutes) was related to Psychiatry.  Pearson correlation test between outpatients’ visit length and dimensions of "communication and interaction" (p<0.0001), "having authority" (p<0.0001), "continuity of service" (p<0.0001), "respect" (p<0.0001), "safety" (p<0.0001), "prevention" (p<0.0001) and "reliability" (p<0.0001), and "total perceived service quality" (p<0.0001) was significant. According to the regression formula, the linear relationship between perceived service quality and outpatient`s visit length was proved. 

Conclusion: There was a relationship between outpatients’ visit length and perceived service quality. Observing the health sector evolution standards about visit length could be the way to improve perceived service quality.

Full-Text [PDF 502 kb]   (79 Downloads)    
Type of Study: Research | Subject: General
Received: 2017/04/10 | Accepted: 2017/06/21 | Published: 2017/06/21

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