Hastaların hizmet kalitesinden memnuniyetleri: güvenlik hissinin arabulucu rolü

Abstract

Purpose: The aim of this study was to determine the inpatients’ and outpatients’ satisfaction of service quality by the mediating role of senes of security in patients.Materials and Methods: In this cross-sectional study , the stratified random sampling technique was used with the participation of 600 people in this study. The patients were selected from internal, surgery, women, and children outpatient and inpatient units of hospitals of Mazandaran Province. For data collection , two questionnaires were used; one to measure patient sence of security (sense of security) and the other to assess patient satisfaction (SERVQUAL Service Quality Questionnaire).Results: In general, the effect of a sense of security created in the human dimension on the service quality with standardized path coefficient equal to 0.384 was significant, and the sense of security from the dimension of providing support created a direct effect on the quality of service support with standardized path coefficient equal to 0.524 which was significant. Also the direct effect of sense of security in terms of structure on the quality of services by standardized path coefficient equal to 0.168 was significant. Conclusion: The patient satisfaction is a major challenge for the service-provider organizations, it is necessary to take effective steps and provide targeted strategies to reduce gaps in quality in the field of services to patients while conducting failure analysis and creating opportunities to improve the quality of services.