Volume 6, Issue 1 (3-2011)
J Health Syst Res 2011, 6(1): 0-0 |
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Sharifirad G R, Shamsi M, Pirzadeh A, Daneshvar Farzanegan P. Quality gap in primary health care services in Isfahan based on women's perspective. J Health Syst Res 2011; 6 (1)
URL: http://hsr.mui.ac.ir/article-1-106-en.html
URL: http://hsr.mui.ac.ir/article-1-106-en.html
1- Associate Professor, Department of Health Education, School of Health, Isfahan University of Medical Sciences, Isfahan , Iran
2- Instructor, Department of Public Health, School of Health, Arak University of Medical Sciences, Arak, Iran
3- Instructor, Department of Health Education, School of Health, Isfahan University of Medical Sciences, Isfahan, Iran
4- MSc, Department of Health Education, School of Health, Isfahan University of Medical Sciences, Isfahan, Iran
2- Instructor, Department of Public Health, School of Health, Arak University of Medical Sciences, Arak, Iran
3- Instructor, Department of Health Education, School of Health, Isfahan University of Medical Sciences, Isfahan, Iran
4- MSc, Department of Health Education, School of Health, Isfahan University of Medical Sciences, Isfahan, Iran
Abstract: (1470 Views)
Background: The Service quality gap is defined as the gap between customer expectations and the perceived quality of the service delivered. Recognition of customers__AWT_QUOTE__ perceptions and expectations of service quality considered the first main step in this regard. The aim of this study was to determine the quality gap in primary healthcare services in the health centers of Isfahan according to womens__AWT_QUOTE__ perspective. Methods: In this cross-sectional study, women referred to Isfahan healthcare centers were enrolled. 1280 women were selected. The SERVQUAL measurement instrument which comprises five dimensions: tangibles, reliability, responsiveness, assurance and empathy, was used to assess the quality gap in primary healthcare services. Obtained data analyzed using t-test and chi square test. Findings: There was an overall quality gap in all the five dimensions of service quality. The smallest (-11.08) and largest (-0.98) gap was observed for tangibles and assurance dimensions. Mean of the quality of healthcare services was different significantly in all the five dimensions (P < 0.05). Conclusion: The Negative gap which observed in current study suggests that womens__AWT_QUOTE__ expectations regarding the quality of healthcare services are higher than their perceptions. Therfore improvements in large scales are required to achieve the customers__AWT_QUOTE__ expectations and appropriate healthcare services.
Type of Study: Research |
Subject:
education health and promotion
Received: 2020/07/16 | Accepted: 2011/03/15 | Published: 2011/03/15
Received: 2020/07/16 | Accepted: 2011/03/15 | Published: 2011/03/15
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