Service Quality for People with Type 2 Diabetes in Tabriz, Iran: The Patients' Perspective

Abstract

Ab s t r a c tPurpose: To assess the service quality of care as perceived by people with Type 2 Diabetes (T2D). Methods:A cross-sectional study was carried out among 180 people with Type 2 diabetes in a clinic using simple random sampling method in Tabriz, Iran in 2012. Service quality was calculated using the equation "SQ=10 -(Importance ×Performance)" based on the importance and performance of non-health aspects from the patients' perspective. The content validity of questionnaire was confirmed by 10 experts. Results:From the participants' perspective, out of the 12 aspects of service quality, communication and prevention had the highest score for importance. Dignity had the highest score for performance. But the highest service quality values were for continuity of care, dignity and confidentiality. There was no statistically significant relationship between service quality score, age and diabetes status. Conclusion:The findings revealed that there is a notable gap between patients' expectations and perceptions. Moreover, overall service quality and all aspects of service quality with the exception of continuity of care, dignity and confidentiality had inadequate quality.