A study of outpatients expectation and satisfaction by using gap analysis technique An exploratory study in DiwaniyaTeaching Hospital

This research aims at assessing outpatient expectations and satisfaction ofذservice quality rendered by Diwaniya teaching hospital by using Gap analysis technique. Little or no researches have been conducted related to outpatient according to researcher knowledge. Most of researches concentrate on inpatient view about health care quality. 140 questionnaire were distributed for this purpose and questionnaire with 20 statements in four dimensions developed by (Choi et al; 2005) was adapted with some modifications and only 122 questionnaire were valid and used for analysis. The analysis shows that there was a negative gap between expectation and perception in mean value in all dimensions of service quality rendered by hospital. Recommendations about improvement across quality dimensions are submitted to bridge the gap between expectations and perceptions and enhance patients satisfaction.