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- Title
Service Quality and Related Factors in Primary Health Care Services: A Cross-Sectional Study.
- Authors
Değer, Mehmet Sait; İşsever, Halim
- Abstract
Primary health care services aim to prevent diseases and improve health efficiently and effectively. This study measures perceived service quality in a primary healthcare organization and examines the effect of personality traits on service quality. The cross-sectional study population comprised individuals over the age of 18 who applied to the Bingöl Central Community Health Centre. A total of 460 participants were included in the study between November 2018 and March 2019. The participants completed a face-to-face questionnaire that included socio-demographic characteristics, the SERVQUAL Scale, and an abbreviated form of the revised Eysenck Personality Questionnaire. This study is based on doctoral research in public health. The study found median values for personality trait sub-dimensions as follows: neuroticism: 2, psychoticism: 2.65, extraversion: 4, and lying: 5. The SERVQUAL Score was −0.02. The study revealed that the quality of primary health care services did not meet the participants' expectations. The study findings also indicated that age, educational attainment, and extraverted and psychotic personality traits were significantly associated with the satisfaction of service quality expectations (p < 0.05). It is recommended to provide primary health care services in facilities with good physical characteristics, with sufficient and competent health personnel, and in a timely and accurate manner to improve service quality.
- Subjects
TURKEY; CROSS-sectional method; MEDICAL quality control; PRIMARY health care; QUESTIONNAIRES; KRUSKAL-Wallis Test; DESCRIPTIVE statistics; MANN Whitney U Test; MAUDSLEY personality inventory; PERSONALITY; DECEPTION; SOCIODEMOGRAPHIC factors; QUALITY assurance; PUBLIC health; PSYCHOSES; DATA analysis software; PATIENT satisfaction; NEUROSES
- Publication
Healthcare (2227-9032), 2024, Vol 12, Issue 10, p965
- ISSN
2227-9032
- Publication type
Article
- DOI
10.3390/healthcare12100965