Assessing primary healthcare services quality in Spain: managers vs. patients perceptions

摘要

This paper measures the perceptions of the service quality by both the users and the health centre managers in Spain. With this information, it was possible to calculate the size of Gap-6, proposed by Lewis of discrepancy among the customers' perceptions and the perceptions of health centre managers. Using factor analysis and multiple regressions, significant associations were found between the service quality dimensions and patient satisfaction. Implications and future research issues are discussed.