Assessing Healthcare Service Quality in Educational Hospitals Using the SERVQUAL Model

In today’s competitive healthcare landscape, prioritizing quality and customer satisfaction is paramount, given the stakes of patient well-being and care excellence. This study delves into evaluating healthcare service quality in Iran, utilizing the renowned SERVQUAL model. By examining the five dimensions of tangibility, reliability, responsiveness, assurance, and empathy, significant gaps between patient expectations and perceptions are unveiled. The findings underscore the critical need for enhancements in care delivery timeliness and staff communication skills. Ultimately, this research contributes valuable insights for hospitals aiming to optimize patient-centered care and elevate the quality of healthcare services.