Relationship Between Expectation and Perception in Quality of Services in Maternity Ward, Bamrasnaradura Infectious Disease Institute (BIDI).

Abstract

          The aim of this descriptive research was to study the quality of services in maternity wards in BIDI from the patient’s expectation and perception. In this study which was conducted from November 2017 to February 2018 in antenatal care clinic and from January to April 2018 in maternity ward. The sample group was 240 patients who were selected from each section by systemic random sampling method. Data collection tools consisted of the questionnaire, in 3 dimensions; general data information, services quality expectation, and services quality perception. Its reliability was determined by Cronbach’s alpha coefficient (α = 0.80 and 0.87 respectively). The data analysis was performed using descriptive methods including frequency, percentage, mean, standard deviation, and Pearson’s correlation coefficient. The results showed that expectation and perception of service quality were in the highest level (X = 4.80, SD = 0.27 and X = 4.38, SD = 0.47). Expectations and income were statistically significant (p = 0.05) with perceived quality of service (r = 0.18 and 0.12 respectively). There were no statistically significant between ages and perceived quality of service (p > 0.05) since maternity service quality is critically important, improvement of quality requires management and efforts of the nurse administrators and staff at all levels in maternity ward.