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

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. 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).