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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.
Received: 2017/04/10 | Accepted: 2017/06/21 | Published: 2017/06/21
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