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جودة الخدمات الصحية ودورها في تحقيق رضا الزبون باستخدام نموذج (5Qs) - بحث تطبيقي في مستشفى بغداد التعليمي == Quality of Health Services And Their Role In Achieving Customer Satisfaction By Using (5Qs) Model - Applied Research In Baghdad Educational Hospital
Author name:
حيدر منصور كاظم الزبيدي
Supervisor name:
نادية لطفي عبد الوهاب الجنابي
General topic:
Administration and Economics
Specific topic:
Nursing Administration
Degree:
Master
University:
University of Baghdad - Faculty Of Administration And Economics - Department Of Business Administration
Language:
Arabic
University location:
Baghdad
First pages:
07T3595 - p.pdf
Abstract:
يهدف هذا البحث الى تشخيص مستوى جودة الخدمات الصحية التي تقدمها مستشفى بغداد التعليمي وتحقيق رضا الزبون (المريض) باستعمال انموذج ((5Qs بابعاده الخمسة (جودة الاهداف، جودة العملية، جودة البنية التحتية الاساسية، جودة التفاعل، جودة الشعور العام) المطور من | This research aims to diagnose the quality of health services provided by the Baghdad Teaching Hospital and achieve customer satisfaction (the patient) level using (5Qs) model five dimensions (Quality Objectives, Quality of Process, Quality Infrastructure , Quality of Interaction, Quality of Atmosphere) developed by (Zinelidin, 2006), as well as determine the level of the gap between the dimensions of the model (5Qs) and the reality of health services provided and indicate the order of the dimensions of the model, according to the degree of importance , The research problem is to double the quality of health services assessment systems as well as weakness in identifying customers and their desires needs, and use the (Checklist) as a tool head in the collection of data as well as form questionnaire includes( 13) paragraph to poll customers about the health services provided to them and measure satisfaction with these services totaling (120), as well as the data and information obtained from the records and documents of the hospital with its various sections (technical department, quality department, pharmacy, medical equipment, medical education department), and get the results used some statistical methods including (arithmetic mean, standard deviation, percentages) , As well as the use of statistical program (SPSS), the research found a set of conclusions, including : 1 - The possibility of the application of model (5Qs) dimensions in the hospital on the quality of health services, measurement of these dimensions has shown good results. 2 - Dimensional arrangement, according to the results sequence of importance (Quality of Process, Quality of Interaction, Quality of Objective , Quality Infrastructure, Quality of Atmosphere ), amounting to total quality (70%), which means the possibility of adopting this model to evaluate the quality of services provided at the hospital. Find the need to adopt the dimensions of the(5Qs) model has been recommended to assess the quality of health services provided to patients within the Baghdad Teaching Hospital, since these dimensions is a modern indicators of some type, which provides a comprehensive assessment of the quality of health service in the hospital
