Journal of Modern Medical

Introduction: Hospitals play an important role in providing the health care services. Therefore, evaluation of service quality is worthy of considerable attention. Based on the models in the existing literature, this paper presents a framework for measuring the hospital service quality. It also employs AHP to prioritize the patients’ expectations of service quality.

Methods: The present study is descriptive and applied. The data was collected through pairwise comparisons questionnaire that was distributed among patients family in a Children hospital in Bandar Abbas. The obtained data were analyzed by the use of FAHP and excel software.

Results: The results show that among the different dimensions of hospital service quality investigated in the present study, the patients listed 6 main dimensions in order of priority: overall services (0.270), accessibility (0.203), medical services (0.172), environment (0.152), administration (0.118), and relation (0.085). Among different criteria, accurate diagnosis of illness (0.115) and availability of round-the-clock services (0.066), as the most important criteria, while visiting time (0.0010) and the quality and variety of food (0.0020) was the least important criteria.

Conclusion: The framework provided in the present study might be employed by the hospitals to evaluate the quality of their services to the patients and their family from different aspects in order to improve the quality of their services and also to prioritize the service quality practices and thus satisfy their patients.