Volume 17, Number 1 (5-2015)                   yafte 2015, 17(1): 78-86 | Back to browse issues page

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Toushmal G, Hakak M, Heidary H. A survey of quality gap of Khoramabad medical emergency services using SERVQUAL model. yafte. 2015; 17 (1) :78-86
URL: http://yafte.lums.ac.ir/article-1-1849-en.html

Abstract:   (1364 Views)

Background : Awareness of perceptions and expectations of receivers of health centers services, as well as determination of gap between these two subjects can play an important role in better services rendering of these centers. Thise survey was conducted to evaluate quality of emergency centers of Khorramabad city by use of SERVQUAL model in 2012. Materials and Methods: This analytic-descriptive research was carried out on 400 people receiving services of Khorramabad emergency centers, selected using continuous sampling method. Data was gathered using standard SERVQUAL questionnaire and then analyzed by SPSS software, descriptive and inferential statistics such as Kruskal-wallis, paired T test And ANOVA. Results: The results showed that there was negative gap of quality in all five dimensions of services (sensible thing, guarantee and trust, responsibility, and empathy). The most quality gap was in empathy aspect and the least belonged to politeness and trust, and this gap among all dimensions, exception for trust, was statistically significant. But no significant statistical relation was found between age, sex and educational level and quality gap score. Conclusion: Expectation of customers in all dimensions was higher than their perceptions, and it should promote the quality of all dimensions, specially empathy. It is suggested to evaluate services quality in these centers and other centers periodically to promote their quality of services.

Full-Text [PDF 236 kb]   (645 Downloads)    
Type of Study: Research |
Received: 2015/05/3 | Accepted: 2015/05/3 | Published: 2015/05/3

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