Service Quality of maternity care from the perspective of pregnant women in Tabriz Health Centers and Health Posts - 2010-2011

This study was aimed to assess Service Quality (SQ) of maternity care from the perception of pregnant women. Methods and materials: A cross-sectional study was conducted using a sample of 185 pregnant women at the 9th month of pregnancy were selected randomly from 40 health posts and urban health centers in Tabriz، Iran. Service Quality was calculated using: SQ = 10 – (Importance × Performance) based on importance and performance of non-health aspects from the customer’ perspective. Data collection used a researcher-developed questionnaire whose validity and reliability was reviewed and confirmed. Data analyzed using SPSS-17 software. Independent sample T-test and ANOVA were used to investigate relationship between service quality dimensions and categorical variables.

From the customers’ perspective the average service quality score was 7. 59 of 10. Service quality aspects of “confidentiality” achieved scores at the level of good quality (≥9); and “support group” (3. 48) reached low service quality scores. Also، result indicate housewife assess SQ better than worker (p=0. 047) and mother who''s have planned pregnancy has had greater SQ score (p=0. 022). Although، in the linear regression analysis، job status and planned pregnancy were significantly and independently related to SQ score.

Findings revealed a significant room for quality improvement in most aspects of provided care، particularly support group and safety from the perception of people who received maternity care.