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Original Articles
Evaluating Service Quality from Patients' Perceptions: Application of Importance–performance Analysis Method
Rafat Mohebifar, Hana Hasani, Ameneh Barikani, Sima Rafiei
Osong Public Health Res Perspect. 2016;7(4):233-238.   Published online August 31, 2016
DOI: https://doi.org/10.1016/j.phrp.2016.05.002
  • 2,326 View
  • 18 Download
  • 37 Citations
AbstractAbstract PDF
Objectives
Providing high service quality is one of the main functions of health systems. Measuring service quality is the basic prerequisite for improving quality. The aim of this study was to evaluate the quality of service in teaching hospitals using importance–performance analysis matrix.
Methods
A descriptive–analytic study was conducted through a cross-sectional method in six academic hospitals of Qazvin, Iran, in 2012. A total of 360 patients contributed to the study. The sampling technique was stratified random sampling. Required data were collected based on a standard questionnaire (SERVQUAL). Data analysis was done through SPSS version 18 statistical software and importance–performance analysis matrix.
Results
The results showed a significant gap between importance and performance in all five dimensions of service quality (p < 0.05). In reviewing the gap, “reliability” (2.36) and “assurance” (2.24) dimensions had the highest quality gap and “responsiveness” had the lowest gap (1.97). Also, according to findings, reliability and assurance were in Quadrant (I), empathy was in Quadrant (II), and tangibles and responsiveness were in Quadrant (IV) of the importance–performance matrix.
Conclusion
The negative gap in all dimensions of quality shows that quality improvement is necessary in all dimensions. Using quality and diagnosis measurement instruments such as importance–performance analysis will help hospital managers with planning of service quality improvement and achieving long-term goals.

Citations

Citations to this article as recorded by  
  • Assessing the Challenges and Opportunities of Agricultural Information Systems to Enhance Farmers’ Capacity and Target Rice Production in Indonesia
    Agung Budi Santoso, Setia Sari Girsang, Budi Raharjo, Arlyna Budi Pustika, Yanter Hutapea, Mahargono Kobarsih, Agus Suprihatin, Erpina Delina Manurung, Deddy Romulo Siagian, Sidiq Hanapi, Tommy Purba, Dorkas Parhusip, Sri Wahyuni Budiarti, Yeyen Prestyani
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    BMC Health Services Research.2022;[Epub]     CrossRef
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    Leire Juaristi, Cristina Irigoyen, Jaione Chapartegui, Ane Guibelalde, Javier Mar
    Clinical Ophthalmology.2022; Volume 16: 311.     CrossRef
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    Zhifang Wang, Hua Jie, Hongpeng Fu, Lu Wang, Hezhishi Jiang, Lu Ding, Yingjie Chen
    Ecological Indicators.2022; 137: 108775.     CrossRef
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    Zhifang Wang, Hongpeng Fu, Yuqing Jian, Salman Qureshi, Hua Jie, Lu Wang
    Ecosystem Services.2022; 56: 101446.     CrossRef
  • Quality Assessment Methods of Hospital Services from the Viewpoint of Patients Based on Standard Assessment Models in Iran: A Narrative Review
    Mehdi Rahimi, Fateme Solymani
    Modern Care Journal.2022;[Epub]     CrossRef
  • Responsiveness level and its effect on services quality from the viewpoints of the older adults hospitalized during COVID-19 pandemic
    Ali Reza Yusefi, Esmat Rezabeigi Davarani, Salman Daneshi, Misagh Bastani, Gholamhossein Mehralian, Peivand Bastani
    BMC Geriatrics.2022;[Epub]     CrossRef
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    Amir Karimkhany, Ehsan Zarei, Samira Arabi, Elahe Navvabi, Somayeh Anisi
    Shiraz E-Medical Journal.2022;[Epub]     CrossRef
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    Medicine.2022; 101(37): e30648.     CrossRef
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    International Journal of Healthcare Management.2022; : 1.     CrossRef
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    International Journal of Environmental Research an.2022; 20(1): 469.     CrossRef
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    International Journal of Production Research.2021; 59(6): 1776.     CrossRef
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    Mohammed Shaker Ibrahim
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    Kuen-Suan Chen, Kuo-Ping Lin, Li-Ju Lin
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    Sajjakaj Jomnonkwao, Thanapong Champahom, Vatanavongs Ratanavaraha
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  • Patients’ Views on Service Quality in Selected Iranian Hospitals: An Importance-Performance Analysis
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    Shiraz E-Medical Journal.2020;[Epub]     CrossRef
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  • The Effect of Quality Service Towards Outpatients Satisfaction at Poasia Community Health Centre
    Adryan Fristiohady, La Ode Muhammad Fitrawan, Yusniati Dwi Pemudi, Ruslin Ruslin, Sunandar Ihsan, Ruslan Ruslan, La Ode Muhammad Julian Purnama
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    asgar Aghaei Hashjin, Pouria Farrokhi, Aidin Aryankhesal
    Journal of Health Administration.2020; 23(3): 55.     CrossRef
  • An empirical study of willingness to renewable energy installation using importance-performance analysis: the case of Taiwan
    Wei-Chuan Chen, Wen-Kuo Chen, Chien-Wen Chen, Chien-Cheng Lo
    Journal of Industrial and Production Engineering.2019; 36(7): 451.     CrossRef
  • Assessing management performance of the national forest park using impact range-performance analysis and impact-asymmetry analysis
    Pin-Zheng Chen, Wan-Yu Liu
    Forest Policy and Economics.2019; 104: 121.     CrossRef
  • Do patients really perceive better quality of service in private hospitals than public hospitals in India?
    Swapnarag Swain
    Benchmarking: An International Journal.2019; 26(2): 590.     CrossRef
  • Percepción de los usuarios frente a la calidad de atención en salud del servicio de consulta externa según el modelo SERVQUAL
    Angélica Viviana Boada-Niño, Adriana Mayeth Barbosa-López, Elisa Andrea Cobo-Mejía
    Revista Investigación en Salud Universidad de Boya.2019; 6(1): 55.     CrossRef
  • Application of the SERVQUAL model to evaluate the quality in the transportation service in Morelia, Mexico
    Marco Alberto Valenzo-Jiménez, Daniel Adan Lazaro-López, Jaime Apolinar Martínez- Arroyo
    DYNA.2019; 86(211): 64.     CrossRef
  • Konya İlinde Bulunan Özel Hastanelerdeki Hizmet Kalitesinin Ölçülmesi: Akademik Personele Yönelik Araştırma
    Büşra Güler, Saadettin Erhan Kesen
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  • A Study on Service Quality and Customer Satisfaction in Nigerian Healthcare Sector
    Rajasekhara Mouly Potluri, Gift Angiating
    Journal of Industrial Distribution & Business.2018; 9(12): 7.     CrossRef
  • Analysis of customer satisfaction in hospital by using Importance-Performance Analysis (IPA) and Customer Satisfaction Index (CSI)
    Vembri Noor Helia, Cahya Putra Abdurrahman, Fety Ilma Rahmillah, S. Ma’mun, H. Tamura, M.R.A. Purnomo
    MATEC Web of Conferences.2018; 154: 01098.     CrossRef
  • Evaluating health service quality: using importance performance analysis
    Azar Izadi, Younes Jahani, Sima Rafiei, Ali Masoud, Leila Vali
    International Journal of Health Care Quality Assur.2017; 30(7): 656.     CrossRef
  • Societal perception toward transportation modes based on online (Go-Jek) In Malang City
    D M Buamona
    IOP Conference Series: Earth and Environmental Sci.2017; 70: 012007.     CrossRef
  • The Role of Subjective Culture on Consumer Perception towards Service Quality Delivery
    Tiara Turay
    Journal of Business and Social Review in Emerging .2016; 2(2): 175.     CrossRef
The Determinants of Participation in Physical Activity in Malaysia
Yong Kang Cheah, Bee Koon Poh
Osong Public Health Res Perspect. 2014;5(1):20-27.   Published online February 28, 2014
DOI: https://doi.org/10.1016/j.phrp.2013.12.002
  • 2,270 View
  • 21 Download
  • 27 Citations
AbstractAbstract PDF
Objectives
In light of the importance of physical activity, the aim of the present study is to examine the factors affecting participation in physical activity among adults in Malaysia.
Methods
A logistic regression model and the Third National Health and Morbidity Survey consisting of 30,992 respondents were used.
Results
Age, income, gender, education, marital status, region, house locality, job characteristics, and medical conditions are significantly associated with participation in physical activity. In particular, old individuals, high income earners, females, the well-educated, widowed or divorced individuals, East Malaysians, urban dwellers, the unemployed, and individuals who are not diagnosed with hypercholesterolemia are less likely to be physically active than others.
Conclusion
Because sociodemographic and health factors play an important role in determining physical activity, the government should take them into account when formulating policy.

Citations

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PHRP : Osong Public Health and Research Perspectives