文章基本信息

标题：Quality gap in primary health care services in Isfahan: women's perspective
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作者：Gholam R Sharifirad ; Mohsen Shamsi ; Asiyeh Pirzadeh 等
期刊名称：Journal of Education and Health Promotion
印刷版ISSN：2277-9531
出版年度：2012
卷号：1
期号：1
页码：45-45
DOI：10.4103/2277-9531.104815
出版社：Medknow Publications
摘要：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 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.
关键词：Isfahan; primary health care; quality gap; women