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 97
- Downloads 0
Comparison of Q Angle and Tibial Torsion Among Premier League Futsal Players With and Without Hamstring Tightness
Purpose: Hamstring muscle is a two-jointed muscle, which is attached to the pelvis at one end and to tibia at the other. Contractures of the hamstring muscles affect the position of proximal and distal joints. The presen...
The Effect of 8 Weeks of Core Stability Muscles Training on Kinetics of Single-Leg Landing
Purpose: Core stability training (CST) has increased among athletes. The study hypothesis is that neuromuscular training and exercises of central area of trunk, pelvis and hip can reduce injury risk, and specifically pea...
The Effect of Eight Weeks Resistance Training With and Without Vascular Occlusion on Physical Fitness Indexes, Growth Hormone, and Insulin-like Growth Factor in Male Judokas
Purpose: The present study was conducted to investigate the effect of 8 weeks resistance training with and without vascular occlusion on physical fitness indexes, growth hormone, and Insulin-like growth factor 1 (IGF-1)...
The Effect of 12 Weeks of Training in Water, on Land and Combined Environment on Bone Mineral Density in Premenopausal Women
Purpose: Given that physical activity is the most important environmental moderating factor, it has been known as an effective, available, low-cost and non-pharmacological approach to increase or maintain bone density at...
Functional Movement Screen in Elite Boy Basketball Players: A Reliability Study
Purpose: To investigate the reliability of Functional Movement Screen (FMS) in basketball players. A few studies have compared the reliability of FMS between raters with different experience in athletes. The purpose of t...