Evaluation of the quality of family planning services from the perspective of service users using the SERVQUAL model in Sanandaj comprehensive health centers in 2018

Document Type : Original Article

Authors

1 Faculty of Nursing and Midwifery, Kurdistan University of Medical Sciences, Sanandaj, Iran.

2 Faculty Of Nursing And Midwifery, Kurdistan University Of Medical Sciences, Sanandaj, Iran

Abstract

Introduction: Family planning is aimed at improving the health and well-being of women, children and the family and affecting the quality of life and sexual health. Today, the quality of services has a profound effect on the economic situation. Knowing the expectations of service providers and checking the status of existing weaknesses and strength is revealed. The purpose of this study was to determine the quality of family planning services from the viewpoint of service recipients using the SERVQUAL model in Sanandaj comprehensive health centers in 2018.
Methods: In this descriptive-analytical study, 384 women who received family planning services in Sanandaj comprehensive health centers were evaluated. Sampling was done by stratified random sampling. The data was collected by a SERVQUAL Questionnaire 22 pair questions with five dimensions. Data were analyzed by SPSS-23 software and descriptive statistics, t-test and ANOVA. P Results: The results of the study showed a negative gap in all aspects of quality. The highest gap was in the dimension of empathy (-1.84) and the lowest gap in the responsiveness dimension (-1.61). There was also no significant relationship between quality gap and demographic characteristics.
Conclusion: The existence of a gap in the five dimensions of service quality suggests that at all levels, average expectations exceeded perceptions, requiring serious efforts to improve the quality of service gap.

Keywords

References

  1. World Health Organization (WHO). Familylanning.Available:http://www.who.int/topics/family_planning/en/2008.
  2. Molina RC, Roca CG, Zamorano JS, Araya EG. Family planning and adolescent pregnancy. Best Practice & Research Clinical Obstetrics and Gynecology. 2010; 24(2): 209–22.
  3. Greene M, Joshi S, Robles O. By choice, not by chance: Family planning, human rights, and development. New York: UNFPA; 2012.
  4. Williams SL, Parisi SM, Hess R, Schwarz EB. Associations between recent contraceptive use and quality of life among women. Contraception. 2012; 85(3): 282–7.
  5. World Health Organization. Ensuring human rights in the provision of contraceptive information and services: Guidance and recommendations. Geneva: World HealthOrganization; 2014.
  6. Ravichandran K, Prabhakaran S, Arun Kumar S.Application of Servqual Model on Measuring Service Quality. A Bayesian Approach. Enterprise Risk Management 2010;1(1): 145-169.
  7. Hekmatpo D, Sorani M, Farazi A, Fallahi Z, Lashgarara B. A Survey On The Quality Of Medical Services In Teaching Hospitals Of Arak University Of Medical Sciences With SERVQUL Model In Arak, 2010. AMUJ.2012; 15(66): 1-9. [Persian]
  8. Punnakitikashem P,Buavaraporn N, Maluesri P, Leeartapin K. Health Care Service Quality: Case Example of a Hospital with Lean  Implementation.POMS 23 rd Annual Conference, Chicago, Illinois, U.S.A. 2012.Abstract.
  9. Houshmand E, Ebrahimi Pour H, Doosti H, Vafaei Najar A, Mahmoudian P, Hosseini SE. Validity and reliability of the persian version of quality assessment questionnaire (servuse model). Payesh. 2016; 15(5): 515-522. [ Persian]
  10. Abolghasem Gorji H, Tabatabaei SM, Akbari A, Sarkhosh S, Khorasan S. Using the service quality gap's model (servqual) in imam khomeini teaching hospital: 2012. JHA. 2013;16(51):7-18. [Persian]
  11. Manias E. Medication Communication: A Concept Analysis. Journal Of Advanced Nursing 2010; 66 (4):933–943.
  12. Simbar M, Nahidi F, Akbarzadeh A. Assessment of quality of prenatal care in Shahid Beheshti University of Medical Sciences health centers. Payesh Journal. 2012;11(4):529-544.
  13. Butt MM, De Run EC. Private healthcare quality: applying a SERVQUAL model. Int J Health Care Qual Assur. 2010;23(7):658-73.
  14. Mohammadi A, Shoghli AR. Survey on quality of primary health care’s in Zanjan District Health Centers. J Zanjan Univ Med Sci .2008;16:89‑100. [Persian]
  15. Ameryoun A, Dopeykar N, Nasiri T, Meskarpour‑Amiri M, Gholami‑Fesharaki M, Karamali M, et al. Assessment the Gap between Patients’ Expectations and the services provided to them in Selected Hospitals of Tehran in 2012. Journal of Police Medicine 2013;2(1): 1‑10. [Persian]
  16. Ghanbari Sh, Ramezankhani A, Mehrabi Y. The quality of family planning services in health care centers of Shahid Beheshti University of Medical Sciences: comparison of clients, providers and program managers viewpoints. J Of Health In The Field. 2013; 1(1): 20-9. [Persian]
  17. Uzun O. Patient satisfaction with nursing care at a university hospital in Turkey. Journal of Nursing Care Quality. 2001;16(1):24-33.
  18. Kilbourne WE, Duffy JA, Duffy M, Giarchi G. The applicability of SERVQUAL in cross-national measurements of health-care quality. Journal of services Marketing.2004;18(7):
    524-33.
  19. Kitapci O, Ceylan A, İbrahim. The impact of service quality dimensions on patient satisfaction, repurchase intentions and word-of-mouth communication in the public healthcare industry. Procedia Social and Behavioral Sciences. 2014; (48): 161 - 9.
  20. Aghamollaie T, Zare SH, Kebriyaie A, Podat A. Quality of primary health care from the perspective of women referred to health centers in Bandar Abbas. Payesh. 2008; 7(2): 121-7. [Persian]
  21. Kebriaei A, Akbari F, Hosseini SM, Eftekhar Ardabili H Pourreza A. Survey on quality gap in primary health care in Kashan health centers. J of Qazvin university of medical science 2002; 8(31): 82-88. [Persian]
  22. Gholami A, Salari Lak SH, Gharaaghaji Asl R, et al. Quality Gap in Primary Health Care in Urmia Health Centers; 2009. J of Urmia university of medical science.2010;21(4):347-53. [Persian]
  23. Tarrahi M, Hamouzadeh P, BijanvandM, Lashgarara B. The quality of health care services provided in health care centers of Khorramabad using SERVQUAL model in 2010. Yafteh. 2012;14(1):13-21. [Persian]
  24. Simbar M, Ahmadi M, Ahmadi G, Majd HR. Quality assessment of family planning services in ur-ban health centers of Shahid Beheshti Medical Sci-ence University, 2004. Int J Health Care Qual Assur Inc Leadersh Health Serv. 2006;19(4-5):430-42.
  25. Butt MM, De Run EC. Private healthcare quality: applying a SERVQUAL model. Int J Health Care Qual Assur. 2010;23(7):658-73.
  26. Kebriaei A, Roudbari M. Quality gap in educa-tional services at Zahedan university of medical sci-ences: students viewpoints about current and optimal condition. J Med Educ (IR). 2005; 5(1):53-61. [Persian]
  27. Parasuraman A, Zeithaml Va,Berry La . Conceptual Model Of Service Quality And Its Implications For Future Research. Jsm. 1985; 49(4): 41-50.
  28. Roohi GH, Nasiri H, Hesam M, Mirkarimi F, Asaiesh H. Quality of primary health services in Gorgan health care services centers. J Gorgan Bouyeh 2009; 2: 9-17. [Persian]
  29. Bahadori M, Abdi M, Teimourzadeh E, Ayoubian A,Yaghoubi M. Assessment Of The Quality Of Transport Services At A Military Healthcare Center Using SERVQUAL Model. J Mil Med. 2013;15(3):177-83. [Persian]
  30. Safi MH, Fereydounfar AA, Arshi SH. Quality Of Primary Health Services In The Clinics Of Shomal Health Center Of Tehran.The Journal Of Community Health. 2014;1(1):54-61. [Persian]
  31. Bastani P, Barati O, Sadeghi A, Sharifi S, Abhari SH. Analysis Of Service Quality Gap In Outpatient Wards Using SERVQUAL Model In Shahid Motahhari Clinic Of Shiraz In 2014.RUMSJ. 2016;14(12): 1015-32. [Persian]
  32. Haghshenas E, Arab M, Rahimi Foroshani A, Movahed E. Assessing The Quality Of Services Provided At Outpatient Clinics Among Hospitals Affiliated To Tehran University Of Medical Sciences Based On SERVQUAL Model In 2015. Jhosp. 2017; 16 (2) :9-17. [Persian]
  33. Tabatabaei SM, Behmanesh Pour F, Share Mollashahi S, Sargazi Moakhar Z, Zaboli M. The Quality Gap In The Services Provided By Rural Maternity Units In Southeast Of Iran. J Health Scope. 2015; 4(4): 12-19.
  34. Shafiq M, Azhar Naeem M, Munawar Z, Fatima I. Service Quality Assessment Of Hospitals In Asian Context: An Empirical Evidencefrom Pakistan. JHCOPF. 2017; 54: 1-12.
  35. Karami Matin B, Rezaei S, Moradinazar M, Mahboubi M, Ataee M. Measurement Of Quality Of Primary Health Services By Servqual Model: Evidence From Urban Health Centers In West Of Iran. Jrms. 2016; 10(5): 475-80.
  36. Tabibi SJ, Gohari MR, SHahri S, Agababa S. Assessment Health Care Services In Outpatient Clinics Based On SERVQUAL Model In Hospitals Of Tehran. Faculty of Tehran University of Medical Sciences, 2012; 5(4): 49-56. [Persian]
  37. Kazemnezhad L, Ghasemzadeh M.J, Mohebi S. The Quality Of Maternal And Child Health Care Services With Servqual Model .The Journal Of Health And Care. 2016;18(2):111-19. [Persian]
  38. Khaki MH, Kargar M, Parham M, Mohebi S. Survey The Quality Of Provided Services In Out-Patient’s Clinics Of Shiraz Training Hospitals Based On The Model Of SERVQUAL In 2014. IJNR. 2015; 10(3): 82-88. [Persian]
  39. Gholami A, Nori Aa, Khojastehpour M, Askari M, Sajjadi H. Quality Gap In Primary Health Care In Neyshabour Health Care Centers. J Of Daneshvar Medicine. 2011; 18 (92):5-14.

[Persian]

 

 

Journal of Patient Safety & Quality Improvement
Volume 7, Issue 4
October 2019
Pages 155-161

Files

Share

How to cite

Statistics