Comparing The Quality of The Provided Services in Public Health Sites with Collaborative Health Sites

The quality of services and customers satisfaction is the most controversial aspects of today’s management service organizations. Customer orientation is the core strategy of all the organizations in the world. The aim of this study was to compare the quality of the presented services in public and collaborative health sites under the coverage of health network of Rey city، Iran in 2011-2012.

This cross-sectional descriptive study was performed randomly on 400 people who referred to public and collaborative health sites. Data gathering was conducted with SERVQUAL questionnaire by face to face interview.

There was a significant difference between the average gap of perception and service quality expectations of tangible and physical aspects (P = 0. 001)، service guarantee commitments (P = 0. 009) and sympathy (P = 0. 007) among the two sites. The gap between perception and expectations in the mentioned aspects was more in the public health sites compared to the collaborative health sites.

Service quality gap in public health sites was more compared to the collaborative health sites. It is necessary to improve the public health services by applying interventions to improve the physical environment، ensure service commitments، increase sympathy with the clients، and receive feedback on issues and treatment results from the clients.