Volume 12, Issue 4 (3-2014)
jhosp 2014, 12(4): 9-18 |
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Tabrizi J, Gholipour K, Alipour R, Farahbakhsh M, Asghari-Jafarabadi M, Haghaei M. Service Quality of maternity care from the perspective of pregnant women in Tabriz Health Centers and Health Posts – 2010-2011. jhosp 2014; 12 (4) :9-18
URL: http://jhosp.tums.ac.ir/article-1-5206-en.html
URL: http://jhosp.tums.ac.ir/article-1-5206-en.html
1- Tabriz Health Services Management Research Center, Department of Health Services Management, Faculty of Management and Medical Informatics, Tabriz University of Medical Sciences, Tabriz, Iran
2- Iranian Center of Excellence for Health Management, Faculty of Management and Medical Informatics, Student Research Committee, Tabriz University of Medical Sciences, Tabriz, Iran (*Corresponding Author) Email: gholipourk@tbzmed.ac.ir , gholipourk@tbzmed.ac.ir
3- Faculty of Management and Medical Informatics, Tabriz University of Medical Sciences, Tabriz, Iran
4- Tabriz University of Medical Sciences, Tabriz, Iran
5- Medical Education Research Center, Faculty of Health, Tabriz University of Medical Sciences, Tabriz, Iran
6- East Azerbaijan Provincial Health Centre, Tabriz University of Medical Sciences, Tabriz, Iran
2- Iranian Center of Excellence for Health Management, Faculty of Management and Medical Informatics, Student Research Committee, Tabriz University of Medical Sciences, Tabriz, Iran (*Corresponding Author) Email: gholipourk@tbzmed.ac.ir , gholipourk@tbzmed.ac.ir
3- Faculty of Management and Medical Informatics, Tabriz University of Medical Sciences, Tabriz, Iran
4- Tabriz University of Medical Sciences, Tabriz, Iran
5- Medical Education Research Center, Faculty of Health, Tabriz University of Medical Sciences, Tabriz, Iran
6- East Azerbaijan Provincial Health Centre, Tabriz University of Medical Sciences, Tabriz, Iran
Abstract: (12631 Views)
Objective: This study was aimed to assess Service Quality (SQ) of maternity care from the perception of pregnant women.
Methods and materials: A cross-sectional study was conducted using a sample of 185 pregnant women at the 9th month of pregnancy were selected randomly from 40 health posts and urban health centers in Tabriz, Iran. Service Quality was calculated using: SQ = 10 – (Importance × Performance) based on importance and performance of non-health aspects from the customer’ perspective. Data collection used a researcher-developed questionnaire whose validity and reliability was reviewed and confirmed. Data analyzed using SPSS-17 software. Independent sample T-test and ANOVA were used to investigate relationship between service quality dimensions and categorical variables.
Results: From the customers’ perspective the average service quality score was 7.59 of 10. Service quality aspects of “confidentiality” achieved scores at the level of good quality (≥9) and “support group” (3.48) reached low service quality scores. Also, result indicate housewife assess SQ better than worker (p=0.047) and mother who's have planned pregnancy has had greater SQ score (p=0.022). Although, in the linear regression analysis, job status and planned pregnancy were significantly and independently related to SQ score.
Conclusion: Findings revealed a significant room for quality improvement in most aspects of provided care, particularly support group and safety from the perception of people who received maternity care.
Type of Study: Original Article |
Subject:
کیفیت خدمات و ایمنی بیمار در بیمارستان
Received: 2013/04/24 | Accepted: 2013/10/21 | Published: 2014/03/14
Received: 2013/04/24 | Accepted: 2013/10/21 | Published: 2014/03/14
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