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首页> 外文期刊>International Journal of Services and Operations Management >Analysis of the gap between customers' perceptions and employees' expectations of service quality based on fuzzy SERVQUAL logic (case study: Mofid children's hospital in Tehran, Iran)
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Analysis of the gap between customers' perceptions and employees' expectations of service quality based on fuzzy SERVQUAL logic (case study: Mofid children's hospital in Tehran, Iran)

机译：基于模糊SERVQUAL逻辑分析客户的看法与员工对服务质量的期望之间的差距（案例研究：伊朗德黑兰的Mofid儿童医院）

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摘要

Due to the importance of transcendental service quality in achieving success, the question that is always asked is, 'how can the service quality in hospital businesses be assessed?'. The purpose of this paper is to identify and assess the factors affecting hospitals' service quality besides assessing the presence or absence of dissension among patients' perspectives and staffs' viewpoints. After studying the literature, the factors affecting hospitals' service quality are identified and the significance of these factors has been examined from the perspective of patients and staff through a questionnaire. Statistical tests and analysis revealed significant differences between the patients' perspectives and staffs' viewpoints on the provided services. Assessing service quality using the fuzzy SERVQUAL model showed that although staff, in comparison to patients, considered the current service unfavourable, the patients evaluated the available service quality was higher than the average level. On this basis and according to the patients' viewpoints, these three following factors were identified as the most essential components for improving and developing the hospitals' businesses.
机译：由于先验服务质量对取得成功的重要性，始终提出的问题是：“如何评估医院业务的服务质量？”。本文的目的是确定和评估影响医院服务质量的因素，同时评估患者观点和员工观点之间是否存在分歧。在研究文献之后，找出影响医院服务质量的因素，并通过问卷调查从患者和员工的角度检查这些因素的意义。统计测试和分析显示，患者的观点与医务人员对所提供服务的观点之间存在显着差异。使用模糊SERVQUAL模型评估服务质量表明，尽管与患者相比，工作人员认为当前服务不利，但患者评估的可用服务质量却高于平均水平。在此基础上，并根据患者的观点，以下三个因素被确定为改善和发展医院业务的最重要组成部分。

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