Iranian Journal of War and Public Health

Background & Purpose: The services quality problems arise in organizations that do not pay attention to understanding of the customer needs and don’t try to meet them. This goal of this study was to Survey of services quality provided in branch of the armed forces in Hamadan from viewpoint of veterans using by SERVQUAL method in 2013.

Methods & Materials: This study was descriptive and analytical Study. Sample size included 100 people. Standard SERVQUAL questionnaire with 26 questions were conducted to collect data. The veterans answered the questions in exceptions section about of ideal or optimal situation and about current situation in perception section and based on these results, the gap quality were determined. Data was analyzed by using SPSS 16.0 software and descriptive and analytical statistical including frequency tables and standard deviation.

Results: Based on result, exceptions related staffs in whole dimensions were upward on current situation. The highest mean of scores in expectation sector was related to the assurance of services warrantee (3.93 ±1.02) and the lowest mean of scores was related of empathy (3.63± 1.05).

Conclusion: Services organizations including of insurance branch must make effort to understand the needs and demands of customers fully. Sometimes these organizations recognize what is important for customers by themselves. Inappropriate diagnosis of needs caused of customer dissatisfaction and increases of distance between real and ideal satisfaction. Using servqual model and quality assessment from viewpoint of customer, with proper planning will be improving quality of services.