Evaluation of client's expectations and perceptions gap about quality of primary health services in Gorgan health center

with human society developments, health systems confront to new needs that should be met. Whereas customers compare services quality with their expectations, therefore we designed this research for recognizing the gap between client expectations and perceptions from primary health services quality in Gorgan health center. in this analytical survey 225 Gorgan primary health services recipient were studied via stratified random sampling. SERVQUAL questionnaire was used for measuring services quality expectations and perceptions in five dimensions, tangibles, reliability, responsiveness, assurance, and empathy. Data were analyzed in SPSS 16 software environment with descriptive statistic tests and wilcoxon test. Client's age range was 14-57 year and females formed 89.7 present of them. The gap between expectations and perceptions from quality of primary health services was statistically significant (P<0.05). We found the maximum gap in reliability dimension (-1.47) and minimum gap in tangibles dimension (-1.11). Between 22 items of questionnaire, the maximum and minimum gap was found in staff belief about effectiveness of services and staff appearance respectively. there were considerable quality gap in all dimensions. Because of shortage in equipments and resources, recognition of customer's expectations and perceptions could help managers to improve quality with revision and correction of organization process.