The Correlation of Work Ethics with Service Quality Gap in Rehabilitation Centers of Isfahan Welfare Organization, Iran

Quality of services is the main criterion for the success of an organization, and work ethics is recognized as one of the main factors influencing the development of organizations. The current study aimed at determining the correlation of work ethics with service quality gap in rehabilitation centers of Welfare Organization of Isfahan, Iran.
In the current descriptive-correlational study, 150 staff of rehabilitation centers of Welfare Organization of Isfahan selected by census sampling method as well as 170 clients selected by convenience sampling method were enrolled. Staff data were collected by the work ethics inventory and client’s data by the service quality gap questionnaire. The validity of the instruments was confirmed in both previous and the present studies; reliability of the instruments was assessed with Cronbach's alpha. Data were analyzed with SPSS version 16.
The work ethics among the staff of the rehabilitation centers was 207 (above average). There was a gap in all aspects of service quality. The highest average gap was attributed to tangibles (-9.65), followed by reliability (-7.86), responsiveness (-6.40), empathy (-5.56), and assurance (-4.70).
The work ethics of rehabilitation centers staff of Welfare Organization of Isfahan is desirable, although the expectations of the clients are not met. The authorities hereby are recommended to improve the quality of services provided to clients.