Хураангуй:
Service firms like other organizations are realizing the significance of customer-centered philosophies and are turning to quality management approaches to help managing their businesses. This paper has started with the concept of service quality, has determined scales of service quality in health sector and has demonstrated the model of service quality gaps. SERVQUAL as an effective approach has been studied in the analysis of the difference between customer expectations and perceptions has been highlighted with support of an example in customer of Songinokhairkhan district and doctor of health care association.
