بررسی شکاف بین انتظارات و خدمات ارایه شده به بیماران در بیمارستانهای منتخب نظامی شهر تهران در سال 1391

background: patients are the main axis in hospital and all of the hospitalservices are provided for their satisfaction, this consent cannot be obtainedmerely with high technology, but this is the more function of personnelbehavior and performance. since one of the desired characteristics in thehospital, is to meet the expectations of patients and the from service process,this study aimed to determine the gap between expectations and the servicesprovided for patients in selected military hospitals of tehran.materials & methods: this study was a descriptive-analytical study thatperformed by cross-sectional method. the research society was patientsin three selected hospitals of tehran. 264 patients selected by randomizeclassificationmethod and sample size was calculated based on the samplingformula. data collected through parasuraman standard questionnaires andstatistical software spss16 used for analysis. descriptive statistics andstatistic tests included mann-whitney u, kruskal-wallis, wilcoxon andspearman correlation coefficient.results: the results show that the highest quality gap (-0.87) is related toaccessibility and the lowest level of quality gaps (-0.56) is related to theassurance. gaps in all dimensions of quality as well as the overall quality arestatistically significance.conclusion: hospitals managers and policy makers focus on the needs anddesires of the patients as unique reason for hospital entity to offer the betterservice and quality.considering the expectations of patients could improve thequality of hospital services.