Document Type : Original Article
Authors
1 MSc, Health Care Management, Social Determinants of Health Research Center, Qazvin University of Medical Sciences, Qazvin, Iran
2 Professor, Health Care Management, Social Determinants of Health Research Center, Qazvin University of Medical Sciences, Qazvin, Iran
3 BSc Student, Health Information Technology, Faculty of Paramedical, Mazandaran University of Medical Sciences, Sari, Iran
Abstract
Introduction: The Quality health care issue that has attracted a lot of attention, Because Customers satisfaction is very effective in the health system. The Aims of this study was perceptions and expectations of the quality of health care in urban and rural Units health care providers.Methods: A descriptive and analytical study was conducted in 2014 in Qazvin province. The Statistical Society was all people in the province of Qazvin. Due to sample size estimation of the proportion of the population in 1002 were examined in the 6city of Qazvin and its villages. Data collection tool was a questionnaire SERVQUAL including 5 Scope: tangible, reliability, responsiveness, assurance and empathy based on the Likert scale. Cronbach's alpha value was 91 percent and test-retest coefficient of the study was 83 percent. Data entered to SPSS software and analyzed by paired Test and Pearson correlation. Results: The mean age of the population was, 32± 9/9 and 73 ± 47 minutes average waiting time for receive services. The most frequent recipients of services based of education, the education Less than high school diploma 3.43 percent (344 cases), followed by education diploma with the 29.6 percent (297 cases). Average perception in aspects of tangible (physical), reliability, responsiveness, assurance and empathy was 3.53, 3.54, 3.53, 3.70, and 3.39 respectively. Also expected was to be equal in size 4.58, 4.62, 4.58, 4.59 and 4.55 respectively. The maximum amount gap with the -1.155 was related to empathy scope and the reliability gap with the least amount of -0.888 related to ensuring scope and was statistically significant.Conclusion: According to the results of the study will be offered, Planning and policy for the promotion of empathy scope considered.
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