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Abstract Background & Aims: patients and their relatives are as customers of healthcare systems. Various factors in health systems affect on their satisfaction. Due to importance of healthcare services in emergency wards, the current study was designed to explore the meaning of quality and factors affecting on that based on nurses perception in Shahid Motahari hospital in Urmia, Iran. Materials & Methods: A qualitative study employing content analysis was performed. Purposive sampling was used for participant selection. Seventeen face-to-face interview and one focus group discussion with nurses who were well experienced in health care delivery was used for data collection. Data saturation principles was used for collection. Results: The findings of this study showed that based on nurses perception providing of physical resources and using high technical medical devices as well as enough emergency ward space are important factors for quality improvement in emergency department. The most important factors in quality of healthcare delivery are personnel skills and their performance. Moreover, barriers related to quality of emergency department were identified as a lack of enough emergency space, being educational hospital, long time of healthcare services delivery, cultural aspects of member from public and their perception about emergency services and laypeople crowding in emergency ward.   Conclusion: Findings from this study revealed that quality of emergency services can be improved by providing physical resources, revising current emergency process, continuous educational plan for personnel, improving motivation for personnel in their work. Keywords: Customer satisfaction, Patient satisfaction, Efficacy, Qualitative research Address: Social Determinants of Health Research Center, Urmia University of Medical Sciences, Urmia, Iran. Tel: (+98) 21 8145 4580 Email: davoud.khorasani@gmail.com

Keywords: Customer satisfaction, Patient satisfaction, Efficacy, Qualitative research

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