Scholarlink

Objective <p>Quality can serve as a strategic differentiator that provides a competitive advantage. The Importance–Performance Analysis (IPA) model is an effective tool for identifying quality gaps from the perspective of users. This study aims to evaluate the quality of hospital services from the viewpoint of inpatients in teaching hospitals in Ardabil city using the IPA model.</p> Results <p>The overall mean score of service performance from the patients’ perspective was 68.43 ± 2.82, while the importance score was 98.34 ± 2.58. The highest performance was observed in the service process (11.76 ± 1.09), tangibles (10.30 ± 1.41), and empathy (9.49 ± 0.93). The most significant dimensions were also the service process (16.44 ± 0.98) and tangibles (15.30 ± 1.41). A significant correlation was found between importance and performance scores (<i>r</i> = 0.89, <i>p</i> &lt; 0.001). Demographic and clinical variables did not have a significant effect on patients’ perceptions (<i>p</i> &gt; 0.05).</p>

错误：搜索内容不能为空，请输入英文关键词
错误：关键词超出字数限制，请精简
高级检索

Evaluation of the hospital service quality using the Importance–Performance Analysis (IPA) tool in Ardabil city

  • 期刊论文

  • 出版模式：

    开放获取

  • 发表日期：

    2025年12月27日

查看全文
  • Yalda Mousazadeh,
  • Hessane Habibi,
  • Azizollah Arbabisarjou,
  • Reza Ebrahimoghli,
  • Mohammad Mehrtak

摘要

Objective

Quality can serve as a strategic differentiator that provides a competitive advantage. The Importance–Performance Analysis (IPA) model is an effective tool for identifying quality gaps from the perspective of users. This study aims to evaluate the quality of hospital services from the viewpoint of inpatients in teaching hospitals in Ardabil city using the IPA model.

Results

The overall mean score of service performance from the patients’ perspective was 68.43 ± 2.82, while the importance score was 98.34 ± 2.58. The highest performance was observed in the service process (11.76 ± 1.09), tangibles (10.30 ± 1.41), and empathy (9.49 ± 0.93). The most significant dimensions were also the service process (16.44 ± 0.98) and tangibles (15.30 ± 1.41). A significant correlation was found between importance and performance scores (r = 0.89, p < 0.001). Demographic and clinical variables did not have a significant effect on patients’ perceptions (p > 0.05).