Document Type: Original Articles

Authors

1 Department of Public Management, Kerman Branch, Islamic Azad University, Kerman, Iran;

2 Department of Statistics, Kerman Branch, Bahonar University, Kerman, Iran

Abstract

Background: According to quality transformation of services during the time, the quality requirements and standards also change and recognition of these requirements and transformation process can assist in recognizing the quality dimensions of services. The aim of this research was to explain the transformation process, requirements and quality dimensions of services in hospitals. Methods: The present study is a descriptive research of correlational type that used measuring method. In the study, the hospitals affiliated to Medical Sciences Universities were chosen from 4 provinces of Tehran, Fars, Lorestan, and Yazd. 432 staff members answered the quality requirements and transformation process questionnaires; 500 customers answered quality dimensions questionnaires. Data analysis was done using Pearson correlation coefficient, exploratory factor analysis, confirmatory factor analysis, and structural equation. Results: The results showed that quality transformation in the studied hospitals with an average of 3.34 was more than the satisfaction and the quality requirements with an average of 3.75 was in a good level; also, the quality dimensions with theaverage of 3.61 was also in a good level. Moreover, there was an inverse relationship between quality transformation and quality requirements and a direct relation between quality requirements and quality dimensions. There was no statistical meaningful and direc relationship between quality transformation and quality dimensions. Conclusion: Based on the results of the study, among 4 steps of quality transformation, our country Iran is in the quality control step. Moreover, based on opinions of hospital staff, professional requirement is the most important one among quality requirements components. Also, according to the customers’ viewpoint, if the service is provided with high security, then it is a high quality service. Therefore, quality control together with professional requirement can make a high secure service that contains all quality dimensions.

Keywords

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