TY  - JOUR
T1  - Measurement of Quality of Primary Health Services by Servqual Model:
Evidence from Urban Health Centers in West of Iran
AU - Ataee, Mari AU - Matin, Behzad Karami AU - Rezaei, Satar AU - Moradinazar, Mehdi AU - Mahboubi, Mohammad 
JO  - Research Journal of Medical Sciences
VL  - 10
IS  - 5
SP  - 475
EP  - 480
PY  - 2016
DA  - 2001/08/19
SN  - 1815-9346
DO  - rjmsci.2016.475.480
UR  - https://makhillpublications.co/view-article.php?doi=rjmsci.2016.475.480
KW  - Quality of healthcare
KW  -perception
KW  -expectation
KW  -SERVQUAL
KW  -assurance
AB  - Primary health care is the core of the health system of each country and assessing quality of these
services is the first step in planning to maintain or promote health status of people. The study aimed to evaluate
the quality of health services provided in urban health centers in Kermanshah province, West of Iran, in the
year 2015. This was a cross-sectional and descriptive study which the perspective of 400 respondents were
assessed about the quality of primary health services provided by health centers in Kermanshah. Samples were
selected by multi-cluster sampling. First, among fourteen towns of Kermanshah province, three towns were
randomly chosen. Second by random sampling, three health center were chosen in each town, then each health
center was included 45 participants. Data was collected by SERVQUAL questionnaire, based on the five
dimensions of service quality gap which includes 22 questions. The collected data was statistically analyzed
by STATA V.12 Software. The results indicated that there are negative gap in all of five dimensions. The
highest and lowest gaps in the mean score were found in the assurance (-1.82) and empathy (-1.02) dimensions.
The highest and lowest mean score of perception were associated with assurance and responsiveness,
respectively. Also, the highest and lowest mean score of expectation were associated with assurance and
empathy, respectively. Based on the study, in all of five dimensions, there was a significant difference gaps
between the respondents’ perceptions and their expectation. However, it is suggested that the planners and
managers of health centers must improve the timeliness of the delivery of care and enhance the communication
skills of staff members in order to increase the quality of the services provided.
ER  -