Background: The measurement of service quality had an important role in managing service provided, diagnosing the problem, and assessing service performance. Patient satisfaction is one of the key indicators of quality in health‑ care organizations. This study aimed to measure the service quality gap of patients’ perceptions and expectations in five dimensions at a military Specialized Dental Clinic in Iran using SERVQUAL tool. Materials and Methods: This was a cross‑ sectional and descriptive‑ analytical study conducted at a Specialized Dental Clinic affiliated to the Armed Forces of Islamic Republic of Iran in Tehran in 2013. All 385 patients referring to the studied clinic during two working shifts of morning and evening in one month, August, were selected. The required data were collected using the modified SERVQUAL questionnaire. The collected data were analyzed using SPSS 20. 0 through statistical tests including Mann– Whitney and Kruskal– Wallis tests. P < 0. 05 was considered statistically significant. Results: The results showed that the quality of services provided to patients was significantly lower than their expectations and the quality gaps were statistically significant in all studied dimensions (P < 0. 001). Furthermore, the highest and lowest quality gap was related to empathy (− 1. 16) and reliability (− 0. 61), respectively. Conclusion: According to the results, the managers of this clinic should take steps toward improving the quality of services in all dimensions, especially responsiveness and empathy, through planning properly, prioritizing services, and reviewing processes with regard to the patients’ expectations.

Background: Assessment of hospital information system (HIS) service quality helps to meet the needs of users and a strategy to expand the interaction between HIS developers and the users. SERVQUAL is an extensively used technique to measure the service quality of information systems. Objectives: The purpose of this study was to assess HIS service quality by the SERVQUAL model in the teaching hospitals affiliated to Urmia University of Medical Sciences (UMSU). Methods: This study is a descriptive analysis carried out in UMSU teaching hospitals in 2017. The sample was comprised of 270 users selected randomly via multi-stage cluster sampling. The modified SERVQUAL questionnaire, which included five dimensions, was used to collect data. The gap between the perceptions and the expectations of the users was calculated and the significance of scores was tested. Results: The highest quality gaps in the five dimensions were related to responsiveness (-1. 52) and reliability (-1. 34) and also the lowest quality gap was related to tangibles (-0. 95). There were significant differences between perceptions and expectations of the users in all SERVQUAL dimensions (P < 0. 001). This implied that the quality of the delivered services was lower than what the users expected. Conclusions: Given the greatest gap in responsiveness and reliability, it is essential that HIS vendors focus on providing HIS support and updating services and allocate IT staff with the right knowledge and skills to provide the trust needed to use HIS services in the users.

Background: The services that student counseling center present play an important role in students’ psychological health. Therefore, measurement of services quality can contribute to a higher quality of these services.Objectives: This study was conducted in order to measure service quality of student counseling center at the university of Bojnord.Methods: In this cross-sectional descriptive research participated 253 students who referred to student counseling center at the university of Bojnord from March to June 2015. A questionnaire adapted to SERVQUAL model was used to collect the data. Wilcoxon signed-rank test was used to analyze the data.Results: The result of this study showed that there were some differences between students’ perceptions and their expectations of counseling services quality (Z=-12.91; P<0.0001). The result also indicated that there were significant differences between students’ perceptions and expectations in all of the five dimensions of SERVQUAL model. The most significant gap was related to the tangibles and the less significant one was related to sympathy dimension.Conclusions: By studying the gap between perceptions and expectations of students from counseling services, we can provide the base for developing appropriate programs for the improvement of counseling services.

This research aimed at applying SERVQUAL model to examine the relationship between mobile banking services and customer satisfaction. While the previous researchers had already examined the effect of qualities services on banking customer satisfaction, no previous study was done on mobile banking. Thus, the current paper attempted to fill the gap in the literature by applying SERVQUAL model to study the quality of the mobile banking services rendered by the banks in Iran. The researcher has used the customer satisfaction as the dependent variable and the five dimensions of service quality, namely, tangibles, reliability, responsiveness, assurance and empathy, as the independent variables. Results showed that the four variables tangible (0.204), reliability (0.342), responsiveness (0.282), and empathy (0.345) would correlate with satisfaction significantly. However, the assurance factor would have no relationship with CS. The ANOVA test showed that there was a significant correlation between mobile banking services and customer satisfaction.