Quality of services in health centers in western suburbs of Ahvaz by examining the gap between expectations and perceptions
Abstract Introduction: Due to health sector’s serious mission in maintaining the health and care of the community, the quality of provided health services has a particular importance. The aim of this study is to assess the quality of services in health centers in suburbs of West Ahvaz by examin...
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Tehran University of Medical Sciences
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doaj-5054de05ca1d435983fdd4954b8074482021-09-11T04:28:30ZengTehran University of Medical SciencesHealth Technology Assessment in Action2645-38352021-07-014410.18502/htaa.v4i4.6867Quality of services in health centers in western suburbs of Ahvaz by examining the gap between expectations and perceptionsNastaran Rostami borujeni0Saham Sarahi1Mohammad Hossein Haghighizadeh2Nayeb Fadaei Dehcheshmeh3Department of health service management،management school of health،student research committee، Ahvaz jundishapur university of medical sciencesDepartment of Health Services Management, School of Health, Student Research Committee, Ahvaz Jundishapour University of Medical Sciences, Ahvaz, Iran. Department of Biomedical and Epidemiology, School of Public Health, Ahvaz Jundishapur University of Medical Sciences, Ahvaz, IranAssistant professor, Department of Health Services Management, School of Health, Ahvaz Jundishapur University of Medical Sciences, Ahvaz, Iran Abstract Introduction: Due to health sector’s serious mission in maintaining the health and care of the community, the quality of provided health services has a particular importance. The aim of this study is to assess the quality of services in health centers in suburbs of West Ahvaz by examining the gap between expectations and perceptions. Method: This study was a descriptive-analytical and cross-sectional study that was conducted in 2018 on 291 clients of health centers in the suburbs of West Ahvaz. The data were collected through SERVQUAL standard questionnaire for assessing the quality. Pearson correlation coefficient test was used to investigate the relationship between the variables. Independent t-test was used to compare the means. Data analysis was performed through SPSS22 software. Results: 89.55% the subjects were female and 10.45% were male. In all five dimensions of quality, there was a significant difference between the ideal status and the observed status (p-value <0.001). the lowest gap was related to empathy (r=0.25) and the highest gap was reported for tangible factors (r=-0.99). There was a direct and significant relationship between each of the dimensions of expectations and same dimension in the perceptions section (p-value <0.001). Conclusion: Expectations in all dimensions, except for empathy, were higher than perceptions, and health centers were far from ideal. Among these dimensions, expectations and perceptions in the area of reliability were higher than other cases and the mean scores were at a higher level. In the area of increasing the quality of care in health centers in the suburbs of Ahvaz, some measures should be taken to increase the quality. Keywords: Quality, Health Care, Health Center, Ahvaz. https://htainaction.tums.ac.ir/index.php/hta/article/view/64Keywords: Quality, Health Care, Health Center, Ahvaz. |
collection |
DOAJ |
language |
English |
format |
Article |
sources |
DOAJ |
author |
Nastaran Rostami borujeni Saham Sarahi Mohammad Hossein Haghighizadeh Nayeb Fadaei Dehcheshmeh |
spellingShingle |
Nastaran Rostami borujeni Saham Sarahi Mohammad Hossein Haghighizadeh Nayeb Fadaei Dehcheshmeh Quality of services in health centers in western suburbs of Ahvaz by examining the gap between expectations and perceptions Health Technology Assessment in Action Keywords: Quality, Health Care, Health Center, Ahvaz. |
author_facet |
Nastaran Rostami borujeni Saham Sarahi Mohammad Hossein Haghighizadeh Nayeb Fadaei Dehcheshmeh |
author_sort |
Nastaran Rostami borujeni |
title |
Quality of services in health centers in western suburbs of Ahvaz by examining the gap between expectations and perceptions |
title_short |
Quality of services in health centers in western suburbs of Ahvaz by examining the gap between expectations and perceptions |
title_full |
Quality of services in health centers in western suburbs of Ahvaz by examining the gap between expectations and perceptions |
title_fullStr |
Quality of services in health centers in western suburbs of Ahvaz by examining the gap between expectations and perceptions |
title_full_unstemmed |
Quality of services in health centers in western suburbs of Ahvaz by examining the gap between expectations and perceptions |
title_sort |
quality of services in health centers in western suburbs of ahvaz by examining the gap between expectations and perceptions |
publisher |
Tehran University of Medical Sciences |
series |
Health Technology Assessment in Action |
issn |
2645-3835 |
publishDate |
2021-07-01 |
description |
Abstract
Introduction: Due to health sector’s serious mission in maintaining the health and care of the community, the quality of provided health services has a particular importance. The aim of this study is to assess the quality of services in health centers in suburbs of West Ahvaz by examining the gap between expectations and perceptions.
Method: This study was a descriptive-analytical and cross-sectional study that was conducted in 2018 on 291 clients of health centers in the suburbs of West Ahvaz. The data were collected through SERVQUAL standard questionnaire for assessing the quality. Pearson correlation coefficient test was used to investigate the relationship between the variables. Independent t-test was used to compare the means. Data analysis was performed through SPSS22 software.
Results: 89.55% the subjects were female and 10.45% were male. In all five dimensions of quality, there was a significant difference between the ideal status and the observed status (p-value <0.001). the lowest gap was related to empathy (r=0.25) and the highest gap was reported for tangible factors (r=-0.99). There was a direct and significant relationship between each of the dimensions of expectations and same dimension in the perceptions section (p-value <0.001).
Conclusion: Expectations in all dimensions, except for empathy, were higher than perceptions, and health centers were far from ideal. Among these dimensions, expectations and perceptions in the area of reliability were higher than other cases and the mean scores were at a higher level. In the area of increasing the quality of care in health centers in the suburbs of Ahvaz, some measures should be taken to increase the quality.
Keywords: Quality, Health Care, Health Center, Ahvaz.
|
topic |
Keywords: Quality, Health Care, Health Center, Ahvaz. |
url |
https://htainaction.tums.ac.ir/index.php/hta/article/view/64 |
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