1- , bita.bijari@yahoo.com
Abstract: (48 Views)
Background: Health centers play an important role in improving the health of society in the structure of the health system in Iran. This study was conducted to evaluate the quality of health services based on SERVQUAL Model (Service Quality Model) in Birjand Comprehensive Health Centers based on the perspective of the clients in 2021.
Methods: In this cross-sectional (descriptive-analytical) study, 257 health service users referring to Birjand Comprehensive Health Centers participated. The sampling method was a quota from 8 Comprehensive Health Centers in Brijand. Demographic characteristics and SERVQUAL questionnaire were completed by the participants. Furthermore, data were analyzed using Mann-Whitney U, Wilcoxon, and Kruskal-Wallis tests at a significant level of 0.05 in SPPS (16) software.
Results: The average scores of health service users’ perceptions and expectations were 5.80 ± 0.56 and 6.14 ± 0.37, respectively. The average score of the gap between perceptions and expectations was also -0.34 ± 0.64. There was a significant difference between the average score of perceptions and expectation of service quality.
Conclusion: Due to the gap between perceptions and expectations of service quality, it seems that the health system policymakers should plan a program in order to improve the quality of services based on the factors affecting the quality of services.
Methods: In this cross-sectional (descriptive-analytical) study, 257 health service users referring to Birjand Comprehensive Health Centers participated. The sampling method was a quota from 8 Comprehensive Health Centers in Brijand. Demographic characteristics and SERVQUAL questionnaire were completed by the participants. Furthermore, data were analyzed using Mann-Whitney U, Wilcoxon, and Kruskal-Wallis tests at a significant level of 0.05 in SPPS (16) software.
Results: The average scores of health service users’ perceptions and expectations were 5.80 ± 0.56 and 6.14 ± 0.37, respectively. The average score of the gap between perceptions and expectations was also -0.34 ± 0.64. There was a significant difference between the average score of perceptions and expectation of service quality.
Conclusion: Due to the gap between perceptions and expectations of service quality, it seems that the health system policymakers should plan a program in order to improve the quality of services based on the factors affecting the quality of services.
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