title: Service quality of delivered care from the perception of women with caesarean section and normal delivery.
abstract: BACKGROUND
  Our aim was to determine the service quality of delivered care for people with Caesarean Section and Normal Delivery.
  
  
  METHODS
  A cross-sectional study was conducted among 200 people who had caesarean section and normal delivery in Al-Zahra Teaching Hospital in Tabriz, north western Iran. Service quality was calculated using: Service Quality = 10 - (Importance × Performance) based on importance and performance of service quality aspects from the postpartum women's perspective.A hierarchical regression analysis was applied in two steps using the enter method to examine the associations between demographics and SQ scores. Data were analysed using the SPSS-17 software.
  
  
  RESULTS
  "Confidentiality", "autonomy", "choice of care provider" and "communication" achieved scores at the highest level of quality; and "support group", "prompt attention", "prevention and early detection", "continuity of care", "dignity", "safety", "accessibility and "basic amenities" got service quality score less than eight. Statistically significant relationship was found between service quality score and continuity of care (P=0.008).
  
  
  CONCLUSIONS
  A notable gap between the participants‟ expectations and what they have actually received in most aspects of provided care. So, there is an opportunityto improve the quality of delivered care.
authors: Health Services Management Research Centre, Tabriz Medical Sciences University, Tabriz Iran.
authors: Jafar S
authors: JS
authors: Tabrizi
authors: Department of Health Services Management, Tabriz Medical Sciences University, Tabriz Iran.
authors: Samira
authors: S
authors: Askari
authors: Department of Gynecology, Tabriz Medical Sciences University, Tabriz Iran.
authors: Zahra
authors: Z
authors: Fardiazar
authors: Department of Statistics and Epidemiology, Tabriz Medical Sciences University, Tabriz Iran.
authors: Hossein
authors: H
authors: Koshavar
authors: Department of Health Services Management, Tabriz Medical Sciences University, Tabriz Iran.
authors: Kamal
authors: K
authors: Gholipour
keywords: Service quality; caesarean section; normal delivery; patients’ perspective
references: Health Care Financ Rev. 1987 Dec;Spec No:49-55
references: 10312319
references: JAMA. 1999 Feb 17;281(7):661-5
references: 10029131
references: J Fam Pract. 2001 Aug;50(8):676-80
references: 11509161
references: Health Soc Care Community. 2001 Sep;9(5):318-26
references: 11560747
references: Eur J Public Health. 2005 Aug;15(4):355-60
references: 15975955
references: Int J Qual Health Care. 2004 Feb;16(1):73-81
references: 15020563
references: Health Expect. 1998 Nov;1(2):82-95
references: 11281863
references: Patient Educ Couns. 2009 Jan;74(1):130-1
references: 18829213
references: Fam Pract. 1999 Oct;16(5):489-94
references: 10533945
references: Soc Sci Med. 1997 Dec;45(11):1631-9
references: 9428083
references: J Res Health Sci. 2009 Dec 28;9(2):1-9
references: 23344165
references: Diabet Med. 2008 May;25(5):612-7
references: 18445176
references: Afr J Reprod Health. 2007 Apr;11(1):22-32
references: 17982945
references: J Fam Pract. 1998 Oct;47(4):290-7
references: 9789515
references: Croat Med J. 2004 Oct;45(5):630-6
references: 15495293
references: Am J Gastroenterol. 2001 Dec;96(12):3329-36
references: 11774945
references: Int J Gynaecol Obstet. 2003 Jul;82(1):89-103; discussion 87-8
references: 12834953
references: Midwifery. 1997 Sep;13(3):125-31
references: 9362852