Expectations and Perceptions of Service Users toward the Service Quality in Naval Primary Health Care Units
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Abstract
This descriptive research aimed to examine the level of service quality based on the expectations and perceptions of service users at Naval Primary Health Care Units and compare the expectations and perceptions regarding the service quality. The sample consisted of 450 service users from three Naval Primary Health Care Units, using a questionnaire that included: (1) demographic questions and problems or suggestions for improving service quality; (2) service quality expectation questions; and (3) service quality perception questions. The second and third sections of the questionnaire were modified from the SERVQUAL questionnaire on five dimensions: (1) tangibility; (2) reliability; (3) responsiveness; (4) assurance; and (5) empathy. The data were analyzed using frequency, percentage, mean, standard deviation, and the Wilcoxon signed-rank test to compare the expectations and perceptions of service quality.
The research findings showed that: (1) the overall level of expectations of service quality at the Naval Primary Health Care Units was at the highest level (Mean = 4.38, SD = 0.50); (2) the overall level of perceptions of service quality at the Naval Primary Health Care Units was at the highest level (Mean = 4.42, SD = 0.49); and (3) there was a statistically significant difference between the perceptions of service quality and the expectations at the .01 level. Considering differences in age and purpose of using the service, it was found that the mean score of the quality of service perception was higher than the quality of service expectation.
The findings can be used to improve service quality at the Naval Primary Health Care Units to better align with users’ expectations and to maintain high service standards.
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