The quality of midwifery care from the perspective of healthcare service recipients using the SERVQUAL model in Sanandaj comprehensive health centers in 2018

Midwifery care has a dramatic effect on reducing maternal and infant mortality, as women's increased access to quality midwifery services has become a global effort. Considering that the health and progress of each society are largely based on women's health, the aim of this study was to determine the quality of midwifery care from the viewpoint of service recipients using the SERVQUAL model in Sanandaj comprehensive health centers in 2017.

In this descriptive-analytical study, 1920 women who were referred to comprehensive health centers in Sanandaj were studied for midwifery care. The sampling method was multi-stage. For data collection, the SERVQUAL questionnaire was used. Data were analyzed by SPSS-23 software using descriptive statistics, paired and independent t tests and ANOVA.

In all aspects of the quality of service provided there was a negative gap. The highest gap in the reliability dimension(69/1-) and the lowest gap in the responsiveness dimension  (58/1-) were obtained. There was also a significant relationship between quality gap and age (P=0/001), education level (P=0/001)  and occupation (P=0/003).
Conclusio: In all aspects of quality, the level of customer expectations was higher than their perceptions. It is recommended to pay attention to the comments and complaints of clients, while providing access to staff in case of need, to provide services at all office hours, and to use modern equipment .