Journal of Rafsanjan University of Medical Sciences

Background and Objective: According to the importance of health systems, assessing the different aspects of health care service quality comes into necessity. This assessment has not been done in Rafsanjan School of Dentistry yet. The purpose of this study was assesing and analysing the existing gap within service performance quality in clinical departments of this school.

Materials and Methods: This descriptive study was carried out in 2016-2017 academic year. Participants were 180 patients of clinical departments of Rafsanjan Dental School. Data were collected by SERVQUAL standard questionnaire which assesses quality of services in six dimentions and 31 questions and then analysed. In data analysis, independent t- test, paired t -test and one-way ANOVA were used.

Results: A significant gap (p<0.001) was reported in all dimentions of the questionnaire and between expectations and perceptions. The largest gap pertained to the dimention of accessibility (-1.57±0.91) and the lowest was related to the dimention of assurance (-1.37±0.58). The total mean of gap of this questionnaire was calculated -1.24±0.34 for this faculty. "In time service providing” had the largest gap among all of the questions (-2.26±1.06). Largest gap between clinical departments was reported for oral medicine department (-2.40±0.63).

Conclusion: Regarding to lack of relative satisfaction which was seen in all dimentions, measures, and clinical departments, requirement of effective planning for reducing each departments gap and promoting service quality look urgent.

Key words: Perceptions, Dental service, Patient satisfaction, Health care quality assessment, Servqual model, Rafsanjan

Funding: This study did not have any funds.

Conflict of interest: None declared.

Ethical approval: The Ethics Committee of Rafsanjan University of Medical Sciences approved the study.

How to cite this article: Ghanbarzadegan A, Iranmanesh F, Amiri S, Esmaeili Nadimi A, Rezaeian M, Bastani P. Situation Analysis of Clinical Performance in Departments of Rafsanjan Dental School Based on Servqual Model in 2016- 2017Academic Year. J Rafsanjan Univ Med Sci 2017; 16(4): 365-80. [Farsi]