Measuring the perception of quality management primary healthcare services through SERVQUAL model

The quality of healthcare is more difficult to identify than other services because it the clients themselves and their life that gets evaluated (Eiriz & Figueiredu, 2005). main aim this study investigate people’s perceptions expectations regarding in primary health care (PHC) Kosovo. A national level survey provides baseline findings intuitively understandable policymakers on — at PHC identifying gap between all dimensions different facilities. This comparative test will show differences provided by each provider research seeks improve access priority PHC, including maternal child (MCH) non-communicable disease (NCD). showed patients have higher toward services. Whereas, specific, there a significant expected perceived system ethnic levels citizen education. Therefore, result contribute enhancing sustainability mandatory insurance reform raise alarm relevant institutions reshape policy-making order population outcome.