Investigating the Status of Improving the Quality of Diagnostic Services in Medical Centers in Corona Pandemic Conditions Using Parasuraman Model

Introduction:  According to the Covid-19 epidemic, quality of services in medical centers are importance. Therefore, the present study was conducted to investigate the status of improving the quality of diagnostic services in corona pandemic conditions in medical centers using the Parasuraman model. Methods:  The present applied research is a descriptive correlation. The statistical population is patients referred to medical centers in Zanjan province in 1399 and sampling is unlikely and the sample size according to Cochran's formula is 370. The data collection tool is a standard service quality questionnaire and its validity was assessed by experts Cronbach's reliability coefficient was more than 0.7 and convergent validity was confirmed in PLS model with AVE more than 0.5. Data analysis was performed with pls and spss software. Hypothesis testing and model fit were performed by modeling structural equations and partial least squares method and IPMA. Results:  There is a big difference between the perceived and expected status in the dimension of empathy and the index of feelings compared to other indicators is of good quality in these centers and there is less difference between the perceived and expected status. Also, the highest coefficient belonged to the guarantee dimension and the lowest coefficient belonged to the reliability dimension. Conclusion:  In all aspects of health care quality, there was a difference between the current and desired status and the average expectations were more than the average scores perceived and people expected to receive better quality services in all five dimensions of the Parasuraman model in the corona pandemic.