Evaluation the Quality of Health Services Based on SERVQUAL Model in Ahwaz Health Care Centers, Iran
Background: Service quality is one of the main challenges in health systems. In quality management, service recipients play an important role in identifying their needs and preferences. The present study was carried out to evaluate the quality of health services provided in health centers of Ahvaz c...
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| Format: | Article |
| Language: | English |
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Guilan University of Medical Sciences
2019-01-01
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| Series: | Caspian Journal of Health Research |
| Subjects: | |
| Online Access: | http://cjhr.gums.ac.ir/browse.php?a_code=A-10-246-1&slc_lang=en&sid=1 |
| _version_ | 1828492753922686976 |
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| author | Seyyed Mansour Kashf Diba raufi Tayebeh Rakhshani Hasan Hashemi |
| author_facet | Seyyed Mansour Kashf Diba raufi Tayebeh Rakhshani Hasan Hashemi |
| author_sort | Seyyed Mansour Kashf |
| collection | DOAJ |
| description | Background: Service quality is one of the main challenges in health systems. In quality management, service recipients play an important role in identifying their needs and preferences. The present study was carried out to evaluate the quality of health services provided in health centers of Ahvaz city based on the SERVQUAL model in 2016.
Methods: This cross-sectional descriptive study was conducted on 384 person referred to the health centers in the west of Ahvaz city in 2016. The sample were selected through quota sampling method. The SERVQUAL questionnaire which measures the five dimensions of Tangibles, Reliability, Responsiveness, Assurance and Empathy in service delivery was applied to collect the required data. The data were analyzed using paired t-test.
Results: In general, there were differences between perception and expectation of the five service dimensions and the differences were negative (expectations were beyond perceptions). The mean total difference of service quality was -0.68 (P-value < 0.05). The lowest and the highest mean scores of quality difference were obtained for reliability (-0.53) and empathy (-1.04) dimensions, (P-value < 0.001).
Conclusion: This study revealed negative differences in all five service dimensions. So, promotion and evaluation of service quality should be continuously considered in planning. Since the highest difference in service quality was observed in empathy dimension, it seems essential to hold customer service training courses for increasing communication skills for employees |
| first_indexed | 2024-12-11T11:27:05Z |
| format | Article |
| id | doaj.art-2f61bb5aa4114e50a6c17b6a6d926f17 |
| institution | Directory Open Access Journal |
| issn | 2423-8171 |
| language | English |
| last_indexed | 2024-12-11T11:27:05Z |
| publishDate | 2019-01-01 |
| publisher | Guilan University of Medical Sciences |
| record_format | Article |
| series | Caspian Journal of Health Research |
| spelling | doaj.art-2f61bb5aa4114e50a6c17b6a6d926f172022-12-22T01:08:59ZengGuilan University of Medical SciencesCaspian Journal of Health Research2423-81712019-01-014115Evaluation the Quality of Health Services Based on SERVQUAL Model in Ahwaz Health Care Centers, IranSeyyed Mansour Kashf0Diba raufi1Tayebeh Rakhshani2Hasan Hashemi3 Research center for health sciences, Department of Public Health, School of Health, Shiraz University of Medical Sciences, Shiraz, Iran Department of Public Health, School of Health, Shiraz University of Medical Sciences, Shiraz, Iran Nutrition research center, Department of Public Health, School of Health, Shiraz University of Medical Sciences, Shiraz, Iran Department of Environment Health, School of Health, Shiraz University of Medical Sciences, Shiraz, Iran Background: Service quality is one of the main challenges in health systems. In quality management, service recipients play an important role in identifying their needs and preferences. The present study was carried out to evaluate the quality of health services provided in health centers of Ahvaz city based on the SERVQUAL model in 2016. Methods: This cross-sectional descriptive study was conducted on 384 person referred to the health centers in the west of Ahvaz city in 2016. The sample were selected through quota sampling method. The SERVQUAL questionnaire which measures the five dimensions of Tangibles, Reliability, Responsiveness, Assurance and Empathy in service delivery was applied to collect the required data. The data were analyzed using paired t-test. Results: In general, there were differences between perception and expectation of the five service dimensions and the differences were negative (expectations were beyond perceptions). The mean total difference of service quality was -0.68 (P-value < 0.05). The lowest and the highest mean scores of quality difference were obtained for reliability (-0.53) and empathy (-1.04) dimensions, (P-value < 0.001). Conclusion: This study revealed negative differences in all five service dimensions. So, promotion and evaluation of service quality should be continuously considered in planning. Since the highest difference in service quality was observed in empathy dimension, it seems essential to hold customer service training courses for increasing communication skills for employeeshttp://cjhr.gums.ac.ir/browse.php?a_code=A-10-246-1&slc_lang=en&sid=1Health serviceQuality of health careAhvazIran |
| spellingShingle | Seyyed Mansour Kashf Diba raufi Tayebeh Rakhshani Hasan Hashemi Evaluation the Quality of Health Services Based on SERVQUAL Model in Ahwaz Health Care Centers, Iran Caspian Journal of Health Research Health service Quality of health care Ahvaz Iran |
| title | Evaluation the Quality of Health Services Based on SERVQUAL Model in Ahwaz Health Care Centers, Iran |
| title_full | Evaluation the Quality of Health Services Based on SERVQUAL Model in Ahwaz Health Care Centers, Iran |
| title_fullStr | Evaluation the Quality of Health Services Based on SERVQUAL Model in Ahwaz Health Care Centers, Iran |
| title_full_unstemmed | Evaluation the Quality of Health Services Based on SERVQUAL Model in Ahwaz Health Care Centers, Iran |
| title_short | Evaluation the Quality of Health Services Based on SERVQUAL Model in Ahwaz Health Care Centers, Iran |
| title_sort | evaluation the quality of health services based on servqual model in ahwaz health care centers iran |
| topic | Health service Quality of health care Ahvaz Iran |
| url | http://cjhr.gums.ac.ir/browse.php?a_code=A-10-246-1&slc_lang=en&sid=1 |
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