Work

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

Year: 2025

Type: article

Abstract: 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).

Source: BMC Research Notes

DOI: 10.1186/s13104-025-07609-1

Authors: Yalda Mousazadeh, Hessane Habibi, Azizollah Arbabisarjou, Reza Ebrahimoghli, Mohammad Mehrtak

Institutions: Khalkhal University of Medical Sciences, Ardabil University of Medical Sciences, Zahedan University of Medical Sciences

Language: English

Topic: Patient Satisfaction in Healthcare

Subfield: General Health Professions

Field: Health Professions

Domain: Health Sciences

SDG: Good health and well-being

Open Access status: gold

Estimated APC paid: $1,690