Repository of Research and Investigative Information

Repository of Research and Investigative Information

دانشگاه علوم پزشکی و خدمات بهداشتی درمانی زنجان

Evaluating quality of health services in health centres of Zanjan district of Iran.

(2012) Evaluating quality of health services in health centres of Zanjan district of Iran. Indian journal of public health. pp. 308-313.

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Official URL: https://www.ncbi.nlm.nih.gov/pubmed?term=Evaluatin...

Abstract

To assess quality of health services in Zanjan health centres based on clients' expectations and perceptions. The study was conducted by using service quality (SERVQUAL) scale on a sample of 300 females, clients of health care centres in the district of Zanjan, selected by cluster sampling. The results indicated that there were negative quality gaps at five SERVQUAL dimensions. The most and least negative quality gap mean scores were in reliability dimension (-2.1) and tangible (-1.13) respectively. There was statistically significant difference between clients' perceptions and expectations mean scores at all of the five service quality dimensions (P<0.001). The negative quality gap level in health service dimensions can be used as a guideline for redistribution of resources and managerial attempts to reduce quality gaps and improvement of health care quality.

Item Type: Article
Keywords: China | Evaluation Studies as Topic | comprehensive evaluation
Page Range: pp. 308-313
Journal or Publication Title: Indian journal of public health
Abstract and Indexing: Pubmed, Scopus
Volume: 56
Number: 4
Publisher: scopus
Depositing User: خانم مریم زرقانی
URI: http://repository.zums.ac.ir/id/eprint/1468

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