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Abdolreza Kazemian1 
, Razieh Zahedi1 , Narjes Mirsadeghi2 , Leila Mohammadifard3 , Razieh Parnian *4
, Razieh Zahedi1 , Narjes Mirsadeghi2 , Leila Mohammadifard3 , Razieh Parnian *4
1- Department of Community and Family Medicine, School of Medicine, Jahrom University of Medical Sciences, Jahrom, Iran.
2- Social Determinants of Health Research Center; Graduate Studies Expert, Vice-Chancellery for Education, Jahrom University of Medical Sciences, Jahrom, Iran.
3- Department of Psychiatric Nursing, School of Nursing, Jahrom University of Medical Sciences, Jahrom, Iran.
4- Department of Medical-Surgical Nursing, School of Nursing, Jahrom University of Medical Sciences, Jahrom, Iran. ,leylamohammadifard@gmail.com
2- Social Determinants of Health Research Center; Graduate Studies Expert, Vice-Chancellery for Education, Jahrom University of Medical Sciences, Jahrom, Iran.
3- Department of Psychiatric Nursing, School of Nursing, Jahrom University of Medical Sciences, Jahrom, Iran.
4- Department of Medical-Surgical Nursing, School of Nursing, Jahrom University of Medical Sciences, Jahrom, Iran. ,
Abstract: (16 Views)
Introduction: Quality of elderly care is considered one of the key indicators of health system performance. This study aimed to evaluate the quality of services provided to older adults covered by the family physician program based on the SERVQUAL model in Jahrom County in 2025.
Methods: This descriptive cross-sectional study was conducted on 400 older adults referred to family physicians in Jahrom City. Participants were selected using a multistage sampling method, and data were collected using the standardized SERVQUAL questionnaire across five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Data analysis was performed using SPSS version 21 through descriptive and inferential statistical tests at a significance level of 0.05.
Results: The mean age of the participants was 64.00 ± 12.00 years, and 51% of them were female. The mean quality scores in all dimensions were higher in the “expected” condition than in the “perceived/performed” condition, and the quality gap was statistically significant across all dimensions (P<0.001). The largest gap was observed in the responsiveness dimension, while the smallest gap was related to tangibles. Gender-based analysis showed that both men and women experienced significant gaps in most dimensions (P<0.001), although the magnitude of the gaps differed between genders in some dimensions. Furthermore, significant differences were observed in certain quality dimensions according to educational level and marital status (P<0.05), such that individuals with higher educational attainment reported greater expectations and larger quality gaps.
Conclusion: The findings indicate a significant gap between the expected services and the services actually received by older adults. Health policymakers are recommended to prioritize strategies aimed at improving responsiveness, enhancing effective interaction, and strengthening the communication skills of healthcare staff.
Methods: This descriptive cross-sectional study was conducted on 400 older adults referred to family physicians in Jahrom City. Participants were selected using a multistage sampling method, and data were collected using the standardized SERVQUAL questionnaire across five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Data analysis was performed using SPSS version 21 through descriptive and inferential statistical tests at a significance level of 0.05.
Results: The mean age of the participants was 64.00 ± 12.00 years, and 51% of them were female. The mean quality scores in all dimensions were higher in the “expected” condition than in the “perceived/performed” condition, and the quality gap was statistically significant across all dimensions (P<0.001). The largest gap was observed in the responsiveness dimension, while the smallest gap was related to tangibles. Gender-based analysis showed that both men and women experienced significant gaps in most dimensions (P<0.001), although the magnitude of the gaps differed between genders in some dimensions. Furthermore, significant differences were observed in certain quality dimensions according to educational level and marital status (P<0.05), such that individuals with higher educational attainment reported greater expectations and larger quality gaps.
Conclusion: The findings indicate a significant gap between the expected services and the services actually received by older adults. Health policymakers are recommended to prioritize strategies aimed at improving responsiveness, enhancing effective interaction, and strengthening the communication skills of healthcare staff.
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