The Gap Analysis of Services Quality by Using Modified Servqual Model" A Case Study of Mashhad Petroleum Industry Health Organization"

in the health care sector the subject of quality has a special place because the serious mission and task of health security and life care of community is the responsibility of this sector. Evaluating services quality can play a crucial role in identifying problems and planning of improving the delivery of health services. This study analyzes the gap of services quality by using modified SERVQUAL model in Mashhad Petroleum Industry Health Organization. The descriptive- survey metohod is used in this study. Population included all people referred to Mashhad petroleum industry health organization from Khorasan razavi Gas Company, gas transmission district 4 and Mashhad Oil Products Distribution Company. 149 person have chosen as statistical sample by random- classify sample method. The questionnaire method is used to collect data that its validity and reliability is approved. Non-parametric Wilcoxon test was used to test the research hypothesis. The results of the main hypotheses and sub-hypotheses related to it showed there is a significant difference between the quality of expected services and the provided services in Mashhad petroleum industry health organization. It also indicated that the quality of provided services has not fulfilled clients’ expectations. In his study, the most gaps in service quality (difference between existing and desired) appeared in empathy dimension (1.36) and the least one in tangibles (1.08). Regarding the service quality gap, one of the most sensitive measures is to establish a dynamic information mechanism and to create feedback among consumers and organizations. As well as providing the necessary training to personnel from the lowest organizational class to specialists can play a constructive role in order to offer desired services quality.