Table 2 Summary of the selected studies on measuring hospitals’ outpatient service quality
From: Assessing the quality of hospital outpatient services in Iran: a systematic review and meta-analysis
Author(s)/ Year | Location/ Language | Sample size/ No of the settings | Instrument | Dimensions | The highest mean score (out of 5) | The lowest mean score (out of 5) |
|---|---|---|---|---|---|---|
Tabibi et al. 2010 [29] | Tehran/ Persian | 242/ 6 | SERVQUAL | Tangibility, Reliability, Assurance, Responsiveness, Empathy | Tangibility 3.70 | Reliability 3.36 |
Havasbeigi et al. 2010 [26] | Ilam & Kermanshah/ Persian | 450/ NAa | SERVQUAL | Tangibility, Reliability, Assurance, Responsiveness, Empathy | Tangibility 3.13 | Responsiveness 2.62 |
Ghobadi et al. 2014 [25] | Ardebil/ Persian | 650/ 1 | SERVQUAL | Tangibility, Reliability, Assurance, Responsiveness, Empathy | Assurance 4.35 | Empathy 3.92 |
Bastani et al. 2014 [28] | Shiraz/ Persian | 200/ 1 | SERVQUAL | Tangibility, Reliability, Assurance, Responsiveness, Empathy and Access | Assurance 3.35 | Responsiveness 2.78 |
Khaki et al. 2014 [30] | Shiraz/ Persian | 400/ 4 | SERVQUAL | Tangibility, Reliability, Assurance, Responsiveness, Empathy | Reliability 3.82 | Empathy 3.42 |
Haghshenas et al. 2015 [31] | Tehran/ Persian | 225/ 14 | SERVQUAL | Tangibility, Reliability, Assurance, Responsiveness, Empathy | Tangibility 3.72 | Responsiveness 3.46 |
Zarei 2015 [12] | Tehran/ English | 500/ 4 | Developed by the researchers | Physician’s consultation, Information to patient, Physical environment, Perceived service costs, Appointment, Accessibility, Waiting time, Admission process | Physician’s consultation 4.23 | Waiting time 3.10 |
Khalili et al. 2017 [24] | Tehran/ English | 425/ 3 | Developed by the researchers | Physical and tangible, Reliability, Accountability, Service assurance, Empathy, Accessibility | Physical and tangible 3.92 | Accessibility 3.38 |
Abbasi-Moghaddam et al. 2019 [14] | Tehran/ English | 450/ 4 | Developed by the researchers | Accessibility, Appointment, Waiting time, Admission process, Physical environment, Physician’s consultation, Information provision to patient, Service costs | Physician’s consultation 4.17 | Waiting time 2.64 |
Farrokhi et al. 2022 [27] | Tehran/ English | 433/ 6 | SERVQUAL | Tangibility, Reliability, Assurance, Responsiveness, Empathy | Assurance 3.35 | Responsiveness 3.01 |