Document Type : Original Article
Authors
Department of Public Health, School of Health, Arak University of Medical Sciences, Arak, Iran
Abstract
Background: Quality gap is the gap between client’s understanding and expectations. The
first step in removing this gap is to recognize client’s understanding and expectations of the
services. This study aimed to determine women’s viewpoint of quality gap in primary health
care centers of Isfahan. Materials and Methods: This cross-sectional study was conducted
on women who came to primary health care centers in Isfahan city. Sample size was 1280
people. Service Quality was used to collect data including tangible dimensions, confidence,
responsiveness, assurance and sympathy in providing services. Data were analyzed by t test
and chi square test. Results: The results showed that women had controversy over all 5
dimensions. The least mean quality gap was seen in assurance (-11.08) and the highest mean
quality gap was seen in tangible dimension (-14.41). The difference between women’s viewpoint
in all 5 dimensions was significant. (P < 0.05) Conclusion: Negative difference means clients’
expectations are much higher than their understanding of the current situation, so there is a
large space to improve services and satisfy clients.
Keywords
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