Introduction: Quality health services section is very important because its mission and role in health maintenance and care of community. The aim of this study was to determine women's perceptions of current situation in health centers of Bandar Abbas and their expectations of optimum status.Methods: In this cross-sectional study, a total of 400, fill out a questionnaire which had been designed according to SERVQUAL instrument for measuring their perceptions and expectations about services quality. This instrument consists of five dimentions including tangibles, reliability, responsiveness, assurance and empathy.Data was analyzed using Chi-Square and analysis of variance tests, by means of SPSS software.Results: Majority of participants (64%) assessed the services quality moderate.The best dimention of service quality was assurance, followed by reliability, responsiveness and tangibles with empathy being the worst. Most of the women (95%) believed that service quality is important and its most important dimention is assurance followed by reliability, responsiveness, tangibles and empathy.There were significant differences in women's perceptions and expectations in all of the five SERVQUAL dimentions which was statistically meaningful (P<0.01).Conclusion: Customers' perception of service quality is different regarding its various dimentions, hence their importance is different. To improve service quality, these issues should be considered and accordingly, determine the priorities.

Introduction: Health care services in a community have a direct relation with the community health and development. People have different needs in the different ages, and meeting the needs is possible in the health care centers framework. The aim of this descriptive study was to assess satisfaction with service delivery in clients referring to urban health centers affiliated to Arak University of Medical Sciences.Methods: In this study 285 clients were selected using convenient sampling method.Data gathering tool consisted of 51 questions composed of demographic data (11 items), questions related to clients satisfaction with service delivery on maternity and child care (11 items), family planning services (9 items), vaccination (9 items), as well as health education (11 items). Content validity was used to validate the tool and test-retest was calculated to determine reliability.Results: The results showed a high level of satisfaction for mother and child services (37.69±4.18), moderate level of satisfaction for family planning (28.14±4.50), a high level f satisfaction with vaccination (31.44±2.88). The results also revealed that most of clients (78.8%) were satisfied of health education. Also 86.1% and 83.3% were satisfied of maternity& child care and vaccination staff behaviors respectively.Conclusion: As a whole, findings indicated a general satisfaction with service delivery and staff behavior. Their average satisfaction was 63.2%. Further studies concerning the quality of services delivered by the health centers are necessary.

Background and Objective: According to modern approaches to management, quality is defined as consumer’s requests. One of the first basic steps in improvement quality is recognizing consumers' perceptions and expectations. The aim of this study was to determine the quality gap in primary health care services in Neyshabour health care centers following consumers' perceptions and expectations. Materials and Methods: This analytic-descriptive study (cross-sectional) was done in 2011 and it covered 400 females that referred to Neyshabour health care centers; the study population was selected with systematic random method. Data were gathered using a research questionnaire (SERVQUAL). The data were analyzed using SPSS softwares (ver. 16).Results: It was indicated that there was a quality gap in all dimensions. Overall quality gap was (-0.64) and the largest gap was in tangibility dimension (-0.68) and the smallest gap was observed in Empathy dimension (-0.59). There was significant relation between perceptions and expectations in all dimensions (p<0.001). Conclusion: The results of this study showed that in all dimensions of quality, consumers' expectations are not granted.