[Gap analysis between expectations and perceptions on total quality management in private Gorgan's rehabilitation centers by using fuzzy logic]

ABSTRACT

Rehabilitation service is one the most important aspect of health system services. If quality is not appropriate, disability could increase in society. Total Quality Management [TQM] can make revolution to achieve the desired quality. The aim of this study was to determine gap analysis between expectations and perceptions on Total Quality Management in private Gorgan's rehabilitation centers by using Fuzzy logic. This study was a descriptive-analytical, survey. Samples were selected from staffs of private Gorgan's rehabilitation centers. Two survey questioners of "Measurement Gap between Expectations" and "Perceptions of TQM Components" was used. Validity of the questionnaires were measured by Content Validity Ratio [CVR] and Content Validity Index [CVI], which was 0.83 for both questionnaires and reliability was confirmed by internal consistency [alpha =0.932]. After collecting questionnaires, questionnaires were analyzed by SPSS/17, EXCEL 2007. The total fuzzy average of expectation with 0.822, 0.923, and 0.982values, was more than total fuzzy average of perceptions [0.59, 0.71, and 0.83]. Furthermore, findings showed a significant difference between expectations and perceptions in all factors of TQM. There was a significant difference between all factors of total quality management. It means that staffs mentioned present condition is lower than optimum condition and the organizations couldn't supply their staffs' expectations