ArticleBMC health services research2021
Quality assessment of services provided by health centers in Mashhad, Iran: SERVQUAL versus HEALTHQUAL scales.
Article in BMC health services research, 2021. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 16 papers, 2 of them syntheses that pooled it.
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Who cites it
16 citing papers in PubMed, 2 syntheses or guidelines pooled it.
- A systematic review and meta-analysis of healthcare service quality in Iran using the SERVQUAL model: a comparison before and after the Health Transformation Plan.BMC health services research · 2026Pooled it
- Quality Assessment of Services in Primary Healthcare in Iran: A Systematic Review and Meta-analysis.Ethiopian journal of health sciences · 2022Pooled it
- The expectation-perception gap in primary healthcare quality: a study of Iranian older adults.BMC geriatrics · 2026Article
- Designing a performance-based payment model for physicians at outpatient clinics contracted with Iran health insurance: a case study from Iran.Journal of preventive medicine and hygiene · 2025Article
- Gap analysis of maternity service quality and associated factors at a maternity hospital in northwest Iran: a cross-sectional survey using SERVQUAL and HEALTHQUAL questionnaires.BMC pregnancy and childbirth · 2025Article
- Sustainable service quality assessment of Chinese healthcare e-government: a multi-criteria decision framework based on SERVQUAL model and entropy-weight TOPSIS method.Frontiers in digital health · 2025Article
- Assessment of the services provided at the family medicine staff clinics in King Saud Medical City, Riyadh.Journal of family medicine and primary care · 2024Article
- Unveiling spatial disparities in basic medical and health services: insights from China's provincial analysis.BMC health services research · 2024Article
- Article
- Evaluating Primary Healthcare Quality from Migrants and Refugees' Viewpoint.Medical journal of the Islamic Republic of Iran · 2024Article
- Development and validation of primary health care quality assessment tool.BMC health services research · 2023Article
- Online Physician-Patient Interaction and Patient Satisfaction: Empirical Study of the Internet Hospital Service.Journal of medical Internet research · 2023Article
- Applying the Balanced Scorecard to Build Service Performance Measurements of Medical Institutions: An AHP-DEMATEL Approach.International journal of environmental research and public health · 2023Article
- A comparative study of positive and negative electronic word-of-mouth on the SERVQUAL scale during the COVID-19 epidemic - taking a regional teaching hospital in Taiwan as an example.BMC health services research · 2022Article
- Satisfaction in population-based cancer screening in a Chinese rural high-risk population: the Yangzhong early diagnosis and treatment of upper gastrointestinal cancer.BMC health services research · 2022Article
- The quality of Syrian healthcare services during COVID-19: A HEALTHQUAL approach.Frontiers in public health · 2022Article
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Authors and funding
6 authors.
Funding
No grant is acknowledged in the PubMed record.
Abstract
backgroundPrimary health care is the entry point to the health-care system and regarded as an essential step to achieving universal health coverage. The present study aimed at evaluating the quality of health-care services provided in health centers in Mashhad, Iran.
methodsThis was a cross-sectional study implemented among 200 health service users who were referring to four health centers in Mashhad during January to June 2019. The quality of services in health centers was evaluated with the SERVQUAL and HEALTHQUAL models. Data was analyzed by employing paired t-test and independent sample t-test using SPSS version 16 software. The Levene test was used for examining the equality of variance (homogeneity). Significance level of all the tests was considered when p ≤ 0.05.
resultsAccording to the results of SERVQUAL questionnaire, the average scores of health service users' expectations and perceptions were 4.97 and 3.26, respectively, and the quality gap in the provided services was equal to - 1.7. Based on HEALTHQUAL questionnaire, the average scores of health service users' perception and expectations were 4.72 and 3.25, respectively, and the quality gap in the provided services was equal to - 1.16. Empathy was the highest quality dimension (- 2.019) based on SERVQUAL model, and efficiency dimension was the highest based on HEALTHQUAL model (- 1.761).
conclusionsThe findings of the current study showed a negative gap between the service users' expectations and perceptions in both models. Therefore, the results of this study helps the health managers and policymakers to plan effective interventions for improving the provided services emphasizing the dimensions with the wider gaps.
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