Ranking of selected hospitals in Iran in terms of service quality with a combination of SERVQUAL methods and data envelopment analysis
Volume 6, Issue 3, Autumn 2016, Pages 180-190
Abbas jahangiri
Abstract Quality of service is the distinguishing factor and the most powerful competitive weapon that many service organizations such as hospitals have. The purpose of this study was to rank selected hospitals in Iran in terms of service quality using a combination of SERVQUAL methods and data envelopment analysis. In this study, first, a systematic search in various scientific databases, to find the research conducted to assess the quality of services provided in Iranian hospitals using the SERVQUAL model, which found 22 related studies. Then, with the help of data envelopment analysis method and considering the five dimensions of service quality as its outputs and considering hospitals as decision-making units by DEAP 2.1 software, the scores related to each were calculated. Most of the published researches were related to 2016 in terms of time and related to Tehran province in terms of location. Zabol Shahid Elmi Field Hospital with a score of 1.000 and D Hospital affiliated to Qazvin University of Medical Sciences with a score of 0.364 won the first and last ranks, respectively. The average score of all hospitals was 0.796. Scores calculated by data envelopment analysis showed that there is an average increase of 20.4% in the quality of hospital services. Also, Shahid Elmi Field Hospital in Zabol can be considered a model for other hospitals under study due to its superior ranking.