Assessment of Quality of Services in Health Centers from the perspective of Clients by SERVQUAL Method

Quality of services is considered as one of the main indexes of progress and success in any organization. The aim of this study was to evaluate the quality of services in some health centers in Tehran city.
This was a cross-sectional study that assessed the rate of satisfaction among patients referred to randomly selected health centers in Tehran through a questionnaire of SERVQUAL. The method of data gathering was through interviews with patients. Data were analyzed using spss software version 17 and Chi-square and Fisher's exact test.
100 patients were studied in total. There was a significant differences in all dimensions measured in the SERVQUAL questionnaire between expectations and reality other than access to a physician in the office all the time. The biggest difference between expectations and reality within the empathy. (P=0.001)
There are significant differences between current situation and the ideal of health services in health centers in Tehran city. Also expect from service providers is not only medication but also kindness, empathy and compassion, confidence, respect, interest and the sense of responsibility are so effective to the satisfaction of clients.