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Table 3 Mean scores and standard deviation of the service user perceptions, expectations, and service gaps in HEALTHQUAL model

From: Quality assessment of services provided by health centers in Mashhad, Iran: SERVQUAL versus HEALTHQUAL scales

Dimensions and items

Expectation

Perception

Quality Gap

t-test

P-Value

(Mean ± SD)

(Mean ± SD)

(Mean ± SD)

Environment

4.832 ± 0.066

3.736 ± 0.535

− 1.096 ± 0.980

−42.436

0.001*

Empathy

4.769 ± 0.112

3.169 ± 0.505

− 1.6 ± 0.106

− 41.106

0.000*

Efficiency

4.652 ± 0.225

3.954 ± 901

− 0.698 ± 0.638

−38.226

0.001*

Effectiveness

4.762 ± 0.137

3.742 ± 0.823

− 1.02 ± 0.724

− 43.309

0.000*

Total Service Quality

4.723 ± 0.020

3.256 ± 0.789

− 1.104 ± 0.567

−30.697

0.000*

  1. *Statistically significant at 0.05 level