Investigation of Quality Gap in Physiotherapy Services in Public Clinics in Zahedan City, Iran Using SERVQUAL Model
Journal Title: Physical Treatments: Specific Physical Therapy Journal - Year 2017, Vol 7, Issue 2
Abstract
Purpose: Providing better services in physiotherapy clinics, awareness of perception and expectation of clients in these clinics, and determination of the gap between these two components, are of utmost importance. This study aimed to investigate the gap between expectation and perception of the physiotherapy patients using government health centers in Zahedan City, Iran. Methods: A sample of 240 clients of public physiotherapy clinics in Zahedan City, Iran were participated in this cross-sectional (descriptive-analytical) study which was done from July 2015 to April 2016. The subjects were selected using stratified random sampling method. The relevant data were collected using modified SERVQUAL questionnaire. The data were analyzed in SPSS.21 using Mann-Whitney and Kruskal-Wallis tests. Results: The results demonstrated negative quality gaps in all five SERVQUAL dimensions (tangibles, reliability, responsiveness, assurance, and empathy) in public clinics (P<0.05). The least and the most quality gap were observed in the assurance and tangibles dimensions, respectively in government clinics. There were no statistically significant relationships between quality gap score and variables of age, sex and education level in public clinics (P>0.05). Conclusion: Based on the results, perception of patients in all dissensions was lower than their expectations. Therefore, there are some opportunities of improving delivered physiotherapy services in these clinics. It is recommended that managers of public physiotherapy clinics pay attention to the opinions of clients more than ever, welcome their critics and suggestions about the reform and workplace issues.
Authors and Affiliations
Salman Nourai Sajou, Hossin Ansari, Ahmad Reza Asgari Ashtiani
Keywords
Related Articles
- EP ID EP460736
- DOI 10.32598/ptj.7.2.63
- Views 90
- Downloads 0
Design of an Ergonomics Assessment Tool for Playroom of Preschool Children
Purpose: Children’s interaction with the environment considerably influences their growth. To create an environment that guarantees growth and development of children’s skills, children’s characteristics should be consid...
The Effects of Neoprene Knee Brace on Kinetics of Knee Joint of Elite Wrestlers After Anterior Cruciate Ligament Reconstructive Surgery With Hamstring Tendon Autograft
Purpose: Anterior Cruciate Ligament (ACL) tear is a common injury among wrestlers. One of its treatments is reconstructive surgery with Hamstring Tendon (HST) autograft. This research aimed to examine the effect of neopr...
Investigation of the Lifting Speed on Lumber Muscles Activities
Purpose: Low back pain is one of the most common musculoskeletal disorders, and lifting is one of its risk factors. The activities of lumbar muscles as the main muscles involved in lifting are important with regard to id...
What Is the Acute Effect of Dry Needling on the Active Trigger Points of Upper Trapezius Muscle? The Effect of Eliciting Local Twitch Response on Clinical Outcomes
Purpose: Dry needling has been introduced as an effective method to treat the upper trapezius myofascial pain. Muscle damage after receiving the local twitch response can increase the risk of tissue fibrosis in some case...
The Relationship Between the Spine Curvature Disorders and the Resting Habits of University Students
Purpose: Considering the role of spine in protecting the body alignment and various body activities, this study aims to examine the relationship between the spine curvature disorders and resting habits among the students...