Volume 12, Number 4 (3-2015)                   sjsph 2015, 12(4): 29-42 | Back to browse issues page


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Keimasi M, Karimi O, Rastian Ardestani H. Assessment of service quality of Tehran clinical diagnostic laboratories using the SERVIMPERF model. sjsph. 2015; 12 (4) :29-42
URL: http://sjsph.tums.ac.ir/article-1-5201-en.html

1- Ph.D. Associate Professor, Marketing Management, Tehran University, Tehran, Iran
2- Ph.D. Associate Professor, State Management, Payam Noor University of Tehran, Tehran, Iran
3- MSc. Executive Management, Payam Noor University of Tehran, Tehran, Iran , hrastian@yahoo.com
Abstract:   (3786 Views)
Background and Aim: This study was conducted to assess customers’ perceptions of the quality of services in clinical diagnostic laboratories
Materials and Methods: Based on the SERVEIMPERF model, different dimensions of quality of services in terms of performance (current situation) and importance (weight) of each of the dimensions were assessed. A sample of 328 persons consulting Tehran clinical diagnostic laboratories, selected by stratified random sampling, was included in the study. Data were collected using a questionnaire. 

Results: The customers’ scores for perceptions of the quality of services and its dimensions were higher than average. Dimensions of reliability with a mean score of 3.49 and that of empathy with a mean score of 2.73 were considered to be the highest and lowest dimensions, respectively. As regards importance of dimensions of service quality, the customers’ perceptions of assurance with a mean score of 4.448 was assessed to be higher than other dimensions, while  the dimension of tangibility with a mean score of 3.983 was considered to be lower than other dimensions.

Conclusion: In can be concluded that different customers do not have the same perception of the various dimensions of quality of services and do not evaluate them in the same way. Thus, the differences should be taken into consideration when designing plans to improve the quality of services and deciding about priorities. It seems that the dimension of trust in the customers’ perceptions of the quality of services in clinical diagnostic laboratories is the most important and the first priority.   

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Type of Study: Research | Subject: Public Health
Received: 2015/03/10 | Accepted: 2015/03/10 | Published: 2015/03/10

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