Survey of pregnant mothers' views on the quality of prenatal care provided based on SERVQUAL model in Ardabil health centers

The quality of services provided in the field of health has a special place. Since the health of any society depends on the health of women, especially pregnant mothers, and the provision of quality services can greatly reduce maternal and infant mortality, so this study aims to examine the views of pregnant mothers on the quality of pregnancy care the presentation was based on the SERVQUAL model in Ardabil health centers.

The present study was a descriptive study in which 300 pregnant mothers referred to health centers in Ardabil in the period of March 2016 to May 1400 were studied. Sampling was done in several stages. The data collection tool consisted of a two-part questionnaire: the first part included demographic information and the second part included the standard SERVQUAL questionnaire. To achieve the results, the data were statistically analyzed using SPSS-18 software and descriptive statistical tests and independent t-test.

There was a negative gap in all aspects of the quality of services provided and the highest gap was reported in the empathy dimension (-2.51) and the smallest gap in the guarantee dimension (-1.12).

The results of the study showed that the expectations of service recipients from their perception was higher than the quality of services received. Therefore, the cooperation of managers and policy makers in the field of health in order to meet these needs and improve the quality of services provided is essential.