Analysis of Gap in Service Quality in Drug Addiction Treatment Centers of ‎Kerman, Iran, Using SERVQUAL Model

Background: Treatment of drug addicts is one of the main strategies of drug control in Iran. Client satisfaction strongly influences the success of any treatment program. This study aimed to explore the difference between customer expectations and perceptions in drug addiction treatment centers of Kerman, Iran, using SERVQUAL model. Methods: Using a cross-sectional design ۲۶۰ clients referring to drug addiction treatment centers of Kerman, Iran, were enrolled in ۲۰۱۲. From among ۸۴ clinics, ۲۰ centers were selected randomly. Based on the number of clients registered in each center, a random sample proportional to the size was selected and ۲۹۰ subjects were invited for interviews. A well validated ۲۲-item questionnaire, which measured the ۵ dimensions of service quality (reliability, assurance, tangibility, empathy, and responsiveness), was completed by participants. Each item measured ۲ aspects of service quality; expectations and perceptions. Findings: Mean ± SD (Standard deviation) age of the subjects was ۳۷.۷ ± ۹.۴. Most of them were male (۸۷.۷%). Less than half of them had an educational level lower than diploma. The total score of clients` expectations was higher than their perceptions (P < ۰.۰۰۱). Considering the ۵ dimensions of the SERVQUAL model, only ۱ dimension (i.e., assurance) showed no difference between perceptions and expectations of the participants (P = ۰.۱۳۴). Conclusion: There was a gap between the clients’ expectations and what they actually perceived in the clinics. Thus, more attention should be devoted to the clients` views regarding service quality in addiction treatment clinics.

Keywords:

Service Quality , Patient Satisfaction , substance dependency , treatment