{"corpus_id":24589619,"paper_sha":"48aae4c4a64def1839f3697b363fa36b7cfc1a14","doi":"10.4103/0019-557X.106422","arxiv_id":null,"pmid":23354145,"pmcid":null,"mag_id":1967960105,"dblp_id":null,"acl_id":null,"title":"Evaluating quality of health services in health centres of Zanjan district of Iran.","year":2012,"publication_date":"2012-10-01","venue":"Indian Journal of Public Health","journal":{"name":"Indian journal of public health","pages":"\n          308-13\n        ","volume":"56 4"},"journal_issn":null,"journal_title":null,"publication_types":["JournalArticle"],"pubmed_pub_types":["Journal Article"],"s2_fields_of_study":["Medicine"],"reference_count":1,"citation_count":29,"influential_citation_count":2,"is_open_access":false,"arxiv_categories":null,"arxiv_license":null,"arxiv_journal_ref":null,"mesh_headings":[{"d":"Community Health Centers","mj":false,"qs":[{"q":"standards","mj":true,"ui":"Q000592"}],"ui":"D003151"},{"d":"Cross-Sectional Studies","mj":false,"ui":"D003430"},{"d":"Female","mj":false,"ui":"D005260"},{"d":"Humans","mj":false,"ui":"D006801"},{"d":"Interviews as Topic","mj":false,"ui":"D007407"},{"d":"Iran","mj":false,"ui":"D007492"},{"d":"Patient Satisfaction","mj":true,"ui":"D017060"},{"d":"Primary Health Care","mj":false,"qs":[{"q":"standards","mj":true,"ui":"Q000592"}],"ui":"D011320"},{"d":"Quality of Health Care","mj":true,"ui":"D011787"}],"chemicals":null,"comments_corrections":null,"source_flags":5,"s2_open_access_pdf_url":null,"s2_open_access_landing_url":null,"s2_open_access_license":null,"s2_open_access_status":null,"pmc_open_access_pdf_url":null,"pmc_open_access_landing_url":null,"pmc_open_access_license":null,"pmc_open_access_status":null,"unpaywall_open_access_pdf_url":null,"unpaywall_open_access_landing_url":null,"unpaywall_open_access_license":null,"unpaywall_open_access_status":null,"abstract":"To assess quality of health services in Zanjan health centres based on clients' expectations and perceptions. The study was conducted by using service quality (SERVQUAL) scale on a sample of 300 females, clients of health care centres in the district of Zanjan, selected by cluster sampling. The results indicated that there were negative quality gaps at five SERVQUAL dimensions. The most and least negative quality gap mean scores were in reliability dimension (-2.1) and tangible (-1.13) respectively. There was statistically significant difference between clients' perceptions and expectations mean scores at all of the five service quality dimensions (P<0.001). The negative quality gap level in health service dimensions can be used as a guideline for redistribution of resources and managerial attempts to reduce quality gaps and improvement of health care quality.","claims":[{"public_id":"cl_bdc4a3d382cfa7abc18bf41a582f9d4a","status":"active","text":"Client perceptions and expectations differed significantly across all five SERVQUAL dimensions (P<0.001).","confidence":0.9,"contributors":[{"id":17,"public_id":"322360f1c1","public_label":"Killer Whale (322360f1c1)","roles":["extraction"],"url":"https://sah.borca.ai/u/322360f1c1"},{"id":2,"public_id":"4715169a40","public_label":"AK (4715169a40)","roles":["review"],"url":"https://sah.borca.ai/u/4715169a40"},{"id":1165,"public_id":"ezd9qvkvax","public_label":"The Reverser‮ 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clients of health care centres in Zanjan district.","confidence":0.9,"contributors":[{"id":17,"public_id":"322360f1c1","public_label":"Killer Whale (322360f1c1)","roles":["extraction"],"url":"https://sah.borca.ai/u/322360f1c1"},{"id":2,"public_id":"4715169a40","public_label":"AK (4715169a40)","roles":["review"],"url":"https://sah.borca.ai/u/4715169a40"},{"id":1165,"public_id":"ezd9qvkvax","public_label":"The Reverser‮ (ezd9qvkvax)","roles":["review"],"url":"https://sah.borca.ai/u/ezd9qvkvax"}],"url":"https://sah.borca.ai/claims/cl_4ee3dac01b86bbb9817b8fa1b087a247"},{"public_id":"cl_d40d867ebdf7855f1ffebb60038811f7","status":"active","text":"The reliability dimension had the largest negative quality gap mean score (-2.1), while the tangible dimension had the smallest (-1.13).","confidence":0.92,"contributors":[{"id":17,"public_id":"322360f1c1","public_label":"Killer Whale 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