A STUDY ON THE HEALTHCARE SERVICE ELEMENTS EFFECTS ON PATIENTS' SATISFACTION AMONG THE UNIVERSITY, SOCIAL SECURITY, AND PRIVATE HOSPITALS IN URMIA

Increasing customer expectations in all areas affects the delivery of services. To
continue their services, organizations including health care centers need to satisfy their customer. To
achieve this goal, they plan to improve the effectiveness of service delivery. This study tries to
investigate the health care service elements effects on patients' satisfaction in the university hospital,
social security and private hospitals in Urmia.
Materials & Methods: This study’s field was descriptive, correlational, and cross-sectional. To gather
the data, we distributed a questionnaire with validity and reliability among 372 patients admitted to the
mentioned hospitals. For analyzing the data, SPSS software was used to obtain Levine test, DurbinWatson, ANOVA and stepwise regression.
Results: Findings of this study indicated that all factors influence the healthcare service to satisfy the
Urmia hospitals’ patients. The sequence of direct impact of these factors is: 1. Empathy, 2. Assurance,
3. Tangibles, 4. Responsiveness and 5. Reliability. The sequence of patients’ satisfaction is: 1. social
security hospital, 2. private hospital, 3. university hospital.
Conclusion: Due to the effectiveness of all aspects of service delivery on patient satisfaction, and in
order to achieve the patient satisfaction, all activities should be considered with this sequence