Quality of nursing services (contemporary level of reality and level of expectation) from nurse's viewpoint on the basis of SERVQUAL Model in Al-Zahra Hospital in Isfahan (2010)

Nurses are the largest group of health care workers and lawfully and ethically should be responsive to the qualities of the primary care which is offered. Therefore، their viewpoint has got a special position in determining and evaluation of health care quality. The present study aimed at evaluat5ing nursing services quality from nursing scholars'' point of view and the views of the employed nurses in Alzahyra hospital in Isfahan. Meanwhile، it introduces Servqual model to health centers and assesses the present performance and the expected one from nurses'' viewpoint according to the mentioned model.

In this applied study، which was conducted in a descriptive cross-sectional way، the population covered all nurses on three shifts (morning، evening، night) in Al-Zahra Hospital in Isfahan (Iran). Out of the population، 94 nurses were selected through simple sampling. The necessary data was collected via Servqual questionnaire، which covers five aspects including means (facilities) / tangible things، reliance/interest and attention; and guarantee and empathy. The obtained data was analysed by means of the statistical independent t at the significant level α=0. 05.

It was found that there was a significant relationship between nurses'' expectations and perception regarding educational degrees، type of recruitment، and history of their service; but other factors (sex and age) had no significant relationship. There was a significant difference between the expectations from and perception of the quality of services in the nurses of Alzahra hospital in Isfahan (P<0. 05). The larges and the smallest gaps belonged to tangibility and empathy (-29. 3 and -06. 2، respectively).

Clinical managers، by using services quality assessment models، will be able to diagnose the gap between the two services offering sides، i. e. patients and health care staff and plan for the improvement of the affairs and solving present problems.