Abstract

Aims: This study aimed to analyze the gap between expectations and perceptions in transportation system of a military healthcare center using SERVQUAL approach. Methods: This study is a descriptive-Analytic study in which 104 employees were selected from a military healthcare center through random sampling in 2012. Data collecting tool was SERVQUAL questionnaire consisting of 22 items. Service receivers in the part of expectations answered questions on ideal situation and in the part of perceptions, questions about current status thereby assessing the quality of transport services. Data were analyzed by SPSS 16.0 software. Results: Perceptions of the receivers from transportation and ambulance services in terms of five dimension quality was low and expectations were high. According to the negative gap transportation and ambulance services do not meet receivers' expectations. The largest gap was observed in physical dimension (-1.19) and narrowest in empathy (-0.6). Conclusion: In order to improve the quality of transport services, following devices are to be enforced: integrated management, abandonment of old vehicles and ambulances, classification of ambulances in accordance with the type of services, testing the physical health of drivers, defining a sort of driving licence only for ambulance drivers and giving private licence plates to particular vehicle.