Volume 13, Issue 5 (Mordad 2015)
Nursing and Midwifery Journal 2015, 13(5): 404-416 |
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Faridpour S, Feyzi J S, Aghlmand S. A STUDY ON THE HEALTHCARE SERVICE ELEMENTS EFFECTS ON PATIENTS’ SATISFACTION AMONG THE UNIVERSITY, SOCIAL SECURITY, AND PRIVATE HOSPITALS IN URMIA. Nursing and Midwifery Journal 2015; 13 (5) :404-416
URL: http://unmf.umsu.ac.ir/article-1-2260-en.html
URL: http://unmf.umsu.ac.ir/article-1-2260-en.html
1- MSc Student In Executive Management, Department of Management, Islamic Azad University Urmia Branch, Urmia, Iran.(Corresponding Author) , salar_faripdpour@yahoo.com
2- Assistant Professor, Department Of Management, Islamic Azad University Urmia Branch, Urmia, Iran
3- Assistant Professor, Social Determinants of Health Research Center, School Of Health, Urmia University of Medical Sciences, Urmia, Iran.
2- Assistant Professor, Department Of Management, Islamic Azad University Urmia Branch, Urmia, Iran
3- Assistant Professor, Social Determinants of Health Research Center, School Of Health, Urmia University of Medical Sciences, Urmia, Iran.
Abstract: (7414 Views)
a Study on the
healthcare service elements effects on patients' satisfaction among the
university, social security, and private hospitals in Urmia Received: 22 Jan, 2015 Accepted: 18 May, 2015 Abstract Background &
Aims: Increasing customer expectations in all areas affects the
delivery of services. To continue their services, organizations including
health care centers need to satisfy their customer. To achieve this goal, they
plan to improve the effectiveness of service delivery. This study tries to
investigate the health care service elements effects on patients' satisfaction
in the university hospital, social security and private hospitals in Urmia. Materials &
Methods: This study’s field was descriptive, correlational, and
cross-sectional. To gather the data, we distributed a questionnaire with
validity and
reliability among 372 patients admitted to the mentioned hospitals. For
analyzing the data, SPSS software was used to obtain Levine test,
Durbin-Watson, ANOVA and stepwise regression. Results: Findings
of this study indicated that all factors influence the healthcare service to
satisfy the Urmia hospitals’ patients. The sequence of direct impact of these
factors is: 1. Empathy, 2. Assurance, 3. Tangibles, 4. Responsiveness and 5.
Reliability. The sequence of patients’ satisfaction is: 1. social security
hospital, 2. private hospital, 3. university hospital. Conclusion: Due
to the effectiveness of all aspects of service delivery on patient
satisfaction, and in order to achieve the patient satisfaction, all activities
should be considered with this sequence. Key words: Aspects
Of Healthcare Service, Patient Satisfaction, Confinement Wards, Hospital. Address: Department Of Management, Islamic Azad University, Urmia
Branch, Urmia, Iran. Tel: (+98)
9143462069 Email: serira2002@yahoo.com
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