The gap between the service quality and patient's expectations in Amir-al-momenin hospital of Semnan University of Medical Sciences in 2016, Semnan, Iran

Since understanding patient's expectations is necessary for improving service quality, this study aimed to assess and determine the gap between hospital services quality and patient's expectations in Amir-al-momenin Hospital of Semnan University of Medical Sciences based on the SERVQUAL model in 2016.
This cross-sectional study with simple random sampling method conducted on 321 persons in two wards; obstetrics and gynecology (151 persons) and pediatrics (170 persons) in Amir-al-momenin Hospital in Semnan (Iran), using “SERVQUAL” standard questionnaire in 2016.
Results showed “expectations” and “perceptions” scores were “low “ and “relatively low” respectively. The "loyalty" of patients was “relatively low” and the gap between patient's perceptions and expectations, and in other words, "patients’ satisfaction", was ” very low”.
Very little difference between the patient's perceptions and their expectations in all determinants of the quality of services delivery indicates “very low” satisfaction of patients, so quality improvement in all aspects of service delivery seems necessary.