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Paper
Title

Evaluation the Quality of Health Services Based on SERVQUAL Model in Ahvaz Health Care Centers, Iran

فصلنامه تحقیقات سلامت کاسپین، دوره: 4، شماره: 1
Year: 1397
COI: JR_CJHR-4-1_001
Language: EnglishView: 304
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Authors

Seyyed Mansour Kashfi - Research Center for Health Sciences, Department of Public Health, School of Health, Shiraz University of Medical Sciences, Shiraz, Iran
Diba Raufi - Department of Pubic Health, School of Health, Shiraz University of Medical Sciences, Shiraz, Iran
Tayebeh Rakhshani - Nutritton Research Center, Department of Public Health, School of Health, Shiraz University of Medical Sciences, Shiraz, Iran
Hasan Hashemi - Department ofEnvironment Health, School of Health, Shiraz University of Medical Sciences, Shiraz, Iran

Abstract:

Background: Service quality is one of the main challenges in health systems. In qualitymanagement, 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 healthcenters of Ahvaz city based on the SERVQUAL model in 2016.Methods: This cross-sectional descriptive study was conducted on 384 person referred to thehealth centers in the west of Ahvaz city in 2016. The sample were selected through quotasampling method. The SERVQUAL questionnaire which measures the five dimensions ofTangibles, Reliability, Responsiveness, Assurance and Empathy in service delivery was appliedto 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 servicedimensions and the differences were negative (expectations were beyond perceptions). The meantotal difference of service quality was -0.68 (P-value < 0.05). The lowest and the highest meanscores 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. Sincethe highest difference in service quality was observed in empathy dimension, it seems essential tohold customer service training courses for increasing communication skills for employees.

Keywords:

Health service , Quality of health care , Ahvaz , Iran

Paper COI Code

This Paper COI Code is JR_CJHR-4-1_001. Also You can use the following address to link to this article. This link is permanent and is used as an article registration confirmation in the Civilica reference:

https://civilica.com/doc/835624/

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Kashfi, Seyyed Mansour and Raufi, Diba and Rakhshani, Tayebeh and Hashemi, Hasan,1397,Evaluation the Quality of Health Services Based on SERVQUAL Model in Ahvaz Health Care Centers, Iran,https://civilica.com/doc/835624

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Type of center: علوم پزشکی
Paper count: 2,551
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