Satisfaction of mothers and its related factors in hospitalized newborns at NICU wards of hospitals affiliated to Shahid Beheshti University of Medical Sciences: Testing SERVQUAL model

Nasim Babaei¹ Maryam Rassouli² Hooman Manochehri³ Nezhat Shakeri⁴

1) Msc.Shahid Beheshti University of Medical
2) Associate professor,.Shahid Beheshti University of Medical
3) Associate professor,.Shahid Beheshti University of Medical
4) Associate professor,.Shahid Beheshti University of Medical

IOI Code : XYGH-BDFFB
Publication : International Conference on Management, Innovation and Entrepreneurship(ieconf.ir)
Abstract :
    Background and Aim: Patient satisfaction reflects the quality of care in a hospital. Since infants cannot evaluate care quality, their parents are regarded as evaluators. The aim of this study was to determine predictor variables based on SERVQUAL model in satisfaction of mothers of infants admitted to neonatal intensive care units (NICUs) at selected hospitals affiliated to Shahid Beheshti University of Medical Sciences in 2014. Materials and Methods: In this descriptive correlational study, research population was mothers of newborns who were hospitalized in NICU wards of selected hospitals. 150 mothers selected via convenience sampling based on inclusion criteria. Research instruments were demographics questionnaire, SERVQUAL and “Parental Satisfaction Questionnaires” that their content validity and Cronbach alpha were assessed. The data were analyzed with the SPSS-16 software using descriptive statistics and regression. Results: A significant relationship was found between all 5 dimensions and satisfaction of mothers. With regard to tangibles, reliability, responsiveness, assurance and empathy, P values and r were (P<0/05 , r= 0/65) , (P<0/05 , r= 0/54), (P<0/05 , r= 0/63), (P<0/05 , r= 0/60) and (P<0/05 , r= 0/70) respectively. Of the dimensions, empathy had the highest and tangibles had the lowest effect on satisfaction of mothers. Conclusion: It seems that SERVQUAL as one of the newest models in quality care evaluation can be used to clarify problems of health settings and improve their quality. Its application by hospitals is recommended.

Keywords : satisfaction of mothers servqual model hospitalized newborn nicu