title: An empirical study of the impact of service quality on patient satisfaction in private hospitals, Iran.
abstract: OBJECTIVE
  Perceived service quality is the most important predictor of patient satisfaction. The purpose of this study was to investigate the impact of the service quality on the overall satisfaction of patients in private hospitals of Tehran, Iran.
  
  
  METHODS
  This cross-sectional study was conducted in the year 2010. The study's sample consisted of 969 patients who were recruited from eight private general hospitals in Tehran, Iran using consecutive sampling. A questionnaire was used for data collection; contacting 21 items (17 items about service quality and 4 items about overall satisfaction) and its validity and reliability were confirmed. Data analysis was performed using t-test, ANOVA and multivariate regression.
  
  
  RESULTS
  this study found a strong relationship between service quality and patient satisfaction. About 45% of the variance in overall satisfaction was explained by four dimensions of perceived service quality. The cost of services, the quality of the process and the quality of interaction had the greatest effects on the overall satisfaction of patients, but not found a significant effect on the quality of the physical environment on patient satisfaction.
  
  
  CONCLUSIONS
  Constructs related to costs, delivery of service and interpersonal aspect of care had the most positive impact on overall satisfaction of patients. Managers and owners of private hospitals should set reasonable prices compared to the quality of service. In terms of process quality, waiting time for visits, admissions, and surgeries must be declined and services provided at the fastest possible time. It should be emphasized to strengthen of interpersonal aspects of care and communication skills of care providers.
authors.affiliation: Department of Public Health, School of Health, Shahid Beheshti University of Medical Sciences, Tehran, Iran. zarei_1980@yahoo.com.
authors.forename: Ehsan
authors.initials: E
authors.lastname: Zarei
authors.forename: Abbas
authors.initials: A
authors.lastname: Daneshkohan
authors.forename: Behrouz
authors.initials: B
authors.lastname: Pouragha
authors.forename: Sima
authors.initials: S
authors.lastname: Marzban
authors.forename: Mohammad
authors.initials: M
authors.lastname: Arab
mesh_terms: D003430:Cross-Sectional Studies; D005260:Female; D016304:Hospitals, Private / Q000592:standards*; D006801:Humans; D007492:Iran; D008297:Male; D008875:Middle Aged; D017060:Patient Satisfaction; D011787:Quality of Health Care; D011795:Surveys and Questionnaires