Service quality in outpatient teaching hospital pharmacies based on the SERVQUAL model: An assessment in the south of Iran

Abstract

Objectives: The present study assessed the quality of services in the outpatient teaching hospital pharmacies affiliated to Shiraz University of Medical Sciences, Iran, in 2019 according to the SERVQUAL model to identify areas for improvement.

Methods: The research was cross-sectional, descriptive and analytical. Patients referred to the outpatient teaching hospital pharmacies affiliated to Shiraz University of Medical Sciences formed the study population. The sample size was 300 people chosen through the stratified sampling method proportional to the size as well as the convenience sampling method. The modified SERVQUAL questionnaire developed by Mohammadi et al. (in Eftekhar Ardabili H, Akbari Haghighi F, Mahmoudi M, Poorreza A. Evaluation of service quality based on the patients' expectations and perceptions in Zanjan hospitals. J Sch Public Health Inst Public Health Res. 2003;2:71-84) was used for data collection. Data analysis was performed by SPSS 24.0 using statistical tests of paired t-test, independent t-test and ANOVA. A P-value of <0.05 showed statistical significance. Moreover, EXCEL 2013 was used to draw the graphs.

Key findings: The results showed that the participants had higher expectations regarding the quality of pharmacy services in all six dimensions compared to their perceptions (negative gaps) and the difference was statistically significant (P <0.05). The largest gap was in the 'access' dimension (G = -0.44 ± 1.15) and the smallest one was in the 'reliability' dimension (G = -0.21 ± 1.30). Also, the mean of overall quality gap, among the patients' demographic characteristics, had a significant relationship only with having supplementary health insurance coverage (P = 0.03).

Conclusions: It seems that hospital managers and technical managers of pharmacies should make several interventions in the field of staff empowerment and training empathy and teamwork skills. Also, strengthening the system of receiving quick and easy feedback from patients and paying attention to the voice of customers can pave the way for hospital managers and technical managers of pharmacies to enhance the service quality with subsequence reduction of the existing gaps.

Keywords: SERVQUAL; expectations; hospital pharmacy; perceptions; service quality.