ادراك و انتظار دريافت كنندگان خدمات بهداشتي اوليه از كيفيت خدمات در مراكز بهداشتي درماني بندرعباس

Customersʹ perceptions and expectations of primary healthcare services quality in health centers of Bandar Abbas

Introduction: Quality health services section is very important because Its mission and role in health maintenance and care of community. The aim of this study was to determine womenʹs perceptions of current situation in health centers of Bandar Abbas and their expectations of optimumstatus. Methods : In this cross-sectional study. a total of 400, fill out a qUCS\lOJU13ire which had been designed according 10 SERVQUAL instrument for measuring their perceptions and expectations about services quality. This instrument consists of live dimentions including tangibles, reliability , responsiveness, assurance and empathy. Data was analyzed using Chi-Square and analysis of variance tests, by means of SPSSsoftware. Results: Majority of participants (64%) assessed the serviees quality moderate. The best dimention of service quality was assurance, followed by reliahiliry, responsiveness and tangibles with empathy being the worst. Most of the womeu (95%) helieved that service quality is important and its most important dirnention is assurance followed by reliability, responsiveness, tangibles and empathy, There were signifieam differences in womenʹs perceptions and expectations in all of the five SERVQUAL dimenrions whieh was statistically meaningful (P <0.0 I). Conclusion: Customersʹ perception of service quality is different regarding its vanous dimenrions, hence their importance is diffcreut, To improve service quality, these issues should be considered and accordingly, determine the priorities.