en مدیریت خدمات بهداشتی درمانی Health care management پژوهشي Research <div style="text-align: justify;"><span style="font-size:12px;"><span style="font-family:Times New Roman;"><span style="line-height:115%"><b><span style="line-height:115%">Background</span></b><span style="line-height:115%">: 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.</span></span><br> <span style="line-height:115%"><b><span style="line-height:115%">Methods</span></b><span style="line-height:115%">: 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 <a>SPPS</a>&nbsp;(16) software.</span></span><br> <span style="line-height:115%"><b><span style="line-height:115%">Results</span></b><span style="line-height:115%">: The average scores of health service users&rsquo; perceptions and expectations were 5.80 &plusmn; 0.56 and 6.14 &plusmn; 0.37, respectively. The average score of the gap between perceptions and expectations was also -0.34 &plusmn; 0.64. There was a significant difference between the average score of perceptions and expectation of service quality.</span></span><br> <span style="line-height:115%"><b><span style="line-height:115%">Conclusion: Due</span></b><span style="line-height:115%"> 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.</span></span></span></span></div> <div style="text-align: justify;"></div> SERVQUAL Model, Health Centers, Quality 235 241 http://jhr.ssu.ac.ir/browse.php?a_code=A-10-2134-1&slc_lang=en&sid=1 Zahra Yoosefi z.yoosefi.2015@gmail.com 0000-0002-3987-3728 No Department of Pediatric, Faculty of Medicine, Birjand University of Medical Sciences, Birjand, Iran Dorsa Abbasi dorsa.abbasi.82@gmail.com 0009-0009-3420-2579 No Student Research Committee, Birjand University of Medical Sciences (BUMS), Birjand, Iran Mohammad Hassan Zangouei Dovvom h.zangoei2@gmail.com 0000-0002-3987-3728 No Department of Educational Sciences, Farhangian University, Tehran, Iran Bita Bijari bita.bijari@yahoo.com 0000-0001-5318-9546 Yes Cardiovascular Diseases Research Center, Department of Community Medicine, Birjand University of Medical Sciences (BUMS), Birjand, Iran