Surveying the Quality of Care Services in a Military Health Center According to the SERVQUAL Model

This study aims to analyze the gap between the expectations and reality on five dimensions of health care in a military medical center. This research was performed using a SERVQUAL Model. This cross sectional study was carried out in a military medical center in 2013. A random sample of 104 patients were enrolled. Data gathering was done using a standard SERVQUAL questionnaire. The service recipients filled out the expectation section of the questionnaire considering ideal conditions. They also filled out the perception section of the questionnaire considering the current situation. At the end, these two sections determined the base of quality gap. Results revealed that the highest gap was considered in the Accessibility dimension (‑1.19) and the lowest gap was considered in the Assurance dimension (-0.61). The quality gap was statistically meaningful in all the dimensions (P<0.001). According to these results, in all the dimensions of service quality a negative gap exists. The studied center needs serious efforts in order to integrate the services offered to patients. The service quality gap needs greater attention especially in the accessibility dimension.