Volume 8, Issue 7 (2-2013)
J Health Syst Res 2013, 8(7): 1225-1234 |
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Esmaeili Shahmirzadi S, Shojaeizadeh D, Moradian Sorkhklaei M, Lashgarara B, Tarahi M J, Taheri G. Comparing The Quality of The Provided Services in Public Health Sites with Collaborative Health Sites. J Health Syst Res 2013; 8 (7) :1225-1234
URL: http://hsr.mui.ac.ir/article-1-490-en.html
URL: http://hsr.mui.ac.ir/article-1-490-en.html
Sima Esmaeili Shahmirzadi1 
, Davoud Shojaeizadeh2 , Munavar Moradian Sorkhklaei1 , Behnam Lashgarara1 , Mohammad Javad Tarahi3 , Giti Taheri1
, Davoud Shojaeizadeh2 , Munavar Moradian Sorkhklaei1 , Behnam Lashgarara1 , Mohammad Javad Tarahi3 , Giti Taheri1
1- Department of Health Education and Health Promotion, School of Public Health, Tehran University of Medical Sciences, Tehran, Iran
2- Professor, Department of Health Education and Health Promotion, School of Public Health, Tehran University of Medical Sciences, Tehran, Iran
3- Lecturer, Department of Epidemiology and Biostatistics, School of Public Health, Lorestan University of Medical Sciences, Khorramabad, Iran
2- Professor, Department of Health Education and Health Promotion, School of Public Health, Tehran University of Medical Sciences, Tehran, Iran
3- Lecturer, Department of Epidemiology and Biostatistics, School of Public Health, Lorestan University of Medical Sciences, Khorramabad, Iran
Abstract: (1086 Views)
Background: The quality of services and customers satisfaction is the most controversial aspects of today__AWT_QUOTE__s management service organizations. Customer orientation is the core strategy of all the organizations in the world. The aim of this study was to compare the quality of the presented services in public and collaborative health sites under the coverage of health network of Rey city, Iran in 2011-2012. Methods: This cross-sectional descriptive study was performed randomly on 400 people who referred to public and collaborative health sites. Data gathering was conducted with SERVQUAL questionnaire by face to face interview. Findings: There was a significant difference between the average gap of perception and service quality expectations of tangible and physical aspects (P = 0.001), service guarantee commitments (P = 0.009) and sympathy (P = 0.007) among the two sites. The gap between perception and expectations in the mentioned aspects was more in the public health sites compared to the collaborative health sites. Conclusion: Service quality gap in public health sites was more compared to the collaborative health sites. It is necessary to improve the public health services by applying interventions to improve the physical environment, ensure service commitments, increase sympathy with the clients, and receive feedback on issues and treatment results from the clients.
Type of Study: Research |
Subject:
education health and promotion
Received: 2020/07/16 | Accepted: 2013/02/15 | Published: 2013/02/15
Received: 2020/07/16 | Accepted: 2013/02/15 | Published: 2013/02/15
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