Assessing the quality of the health care and medical services of the social security organization of Urmia city

Quality management has made an outstanding evolution in industry and business in recent decades. According to this, evaluating the customer’s satisfaction to make evolution in medical, and insurance system and reforming the foundations, and substantial development of quality orientation, and necessity of regarding the standards of providing services with high quality, and replying to changeful requirements of society, is taken to account as one of the bases of maintaining and improving competitive advantage of governmental and private organizations. Purpose of this research is evaluating the satisfaction of medical and insurance service receivers of the Social Security of Uremia province according to SERVQUAL model. Statistical Population of this research is recipients of health care and insurance of Organisation of Social Security in Urmia. Number of insured social security in branches one and two are respectively equal to 68936 and 49439 and whole number of population is 118375. In this research, Morgan table is used to evaluate the mass of sample. Since the medical and insurance service receivers of the Social Security of Uremia province are more than 100000 people, the mass of sample is 384 people. Meanwhile, SERVQUAL standard questionnaire is used to gather information related to research variables. In order to determining content validity, consulting is performed with informed persons in relation to questions of research questionnaire. Cranach’s alpha also used to evaluating reliability of research questionnaire. Cranach’s alpha equals to 0.938, which shows good reliability of research questionnaire. In this research descriptive statistical methods such as frequency distribution, percent, and average are used to study and compare the gathered information by questionnaire, and in the part of Inferential statistics correlation coefficient, one-sample average tests, and comparing the average of two societies play the same role to evaluate the satisfaction of members of sample from the quality of medical and insurance services. Results of statistical analysis show the customer’s satisfaction about replying and perennial in providing insurance and medical services of the Social Security of Uremia province. According to results, customers are indifferent about the elements of physical measures, certainty, and unity. Additionally, studying the difference in perceptions of answerers according to different variables of demography including sex, age, education, and their insurance background shows that in most cases there is no difference among several groups.