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Paper Information

Journal:   JOURNAL OF MODERN REHABILITATION   FALL 2014 , Volume 8 , Number 3; Page(s) 45 To 53.
 
Paper: 

EVALUATING QUALITY OF REHABILITATION SERVICES USING IMPORTANCE-PERFORMANCE ANALYSIS IN SELECTED REHABILITATION CENTERS IN TEHRAN

 
 
Author(s):  ESMAEILI ASAL, MOBARAKI HOSSEIN*, KAMALI MOHAMMAD, SOLTANI SHAHIN
 
* TEHRAN UNIVERSITY OF MEDICAL SCIENCES, FACULTY OF REHABILITATION, SHAH NAZARI STREET, MOHSENI SQUER, TEHRAN
 
Abstract: 

Background and Aim: Importance-Performance Analysis (IPA) is a technique widely used in developing marketing strategies and improving products or service quality. The purpose of this study is to evaluate the quality of rehabilitation services in two aspects of importance and satisfaction with performance in four selected centers in Tehran by using IPA and also examine the relationship between demographic variables and dimensions of the service quality.
Materials and Methods: This is a cross-sectional study which was done among the 196 patients who visited four selected rehabilitation centers in Tehran (Helal-e-Ahmar, Molavi, Emam Khomeini and Shafa). A questionnaire was used to assess the quality of services in these centers. Data were analyzed using SPSS software version 17.
Results: According to the results, the quality of services in selected centers took place in the first quarter of Importance-Performance Analysis that means they are in desirable situation. In addition, no significant difference was observed among importance and performance of dimensions of service quality and age and sex variables (P
>0.05). But there was a correlation between importance (P=0.04) and satisfaction with performance (P=0.03) in tangibles dimension and also between importance and level of education variable in assurance dimension (P=0.01).
Conclusion: Although the selected centers were in the favorable situation, but the managers should be aware of strengths and weaknesses of the organization so that they provide quality improvement and increase customer’s satisfaction.

 
Keyword(s): CUSTOMER SATISFACTION, QUALITY OF SERVICES, REHABILITATION SERVICES, IMPORTANCE, PERFORMANCE ANALYSIS
 
References: 
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  Persian Abstract Yearly Visit 51
 
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