Investigating some of the complaints behaviors of hospital clients and their related factors (Case study: Centers of Social Security Organization of Qom Province)

The goal of this study is investigating the complaint behavior of the Hospital Services customers and its related factors (case study: Social Security Hospitals in Qom). Independent variables of this study include service quality, employee behavior, physical facilities and complaint behavior as dependent variables. In this study we used descriptive survey method to examine the hypotheses and answer the questions of the study. Statistical population of this study include patients referring to Qom Social Security Hospitals.Volume of statistical sample of this study includes 384 individuals. A questionnaire was used to collect required data. In order to analyze the collected data and survey the hypotheses of study we used Lisrel software, confirmatory factor analysis and structural equation modeling test. The results of this study showed that the service quality has a significant effect on the complaints behavior of the referred clients, the behavior of the employees on the complaint behavior of the referred clients as well as the quality of physical facilities on the referred clients. Also in evaluating the service quality, it was determined that the service quality in the studied places in three aspects of service quality, employee behavior, and physical facilities is in a suitable situation.
Key Words: Quality Of Service, Employee Behavior, Physical Possibilities, Complaints Behavior, Social Security Hospitals In Qom