Tehran University of Medical Sciences International Journal of Occupational Hygiene 2008-5109 8 1 2016 03 16 22 30 EN MOHAMMAD JAVAD ZARE SAKHVIDI Department of Occupational Health Engineering, Shahid Sadoughi University of Medical Sciences, Yazd, Iran AHMAD ZOLFAGHARI Department of Occupational Health Engineering, Shahid Sadoughi University of Medical Sciences, Yazd, Iran AMIR HOUSHANG MEHRPARVAR Department of Occupational Medicine, Shahid Sadoughi University of Medical Sciences, Yazd, Iran FARIBA ZARE SAKHVIDI Department of Occupational Health Engineering, Shahid Sadoughi University of Medical Sciences, Yazd, Iran MOHAMMAD AMIN BAHRAMI Department of Health Care Management, Shahid Sadoughi University of Medical Sciences, Yazd, Iran RAZIEH MONTAZEROLFARAJ Department of Health Care Management, Shahid Sadoughi University of Medical Sciences, Yazd, Iran MEHRDAD MOSTAGHACI Department of Occupational Medicine, Isfahan University of Medical Sciences, Isfahan, Iran 2015 12 01 2016 06 13 Introduction: Good service quality is the company's ability to meet or exceed customer expectations or the degree of discrepancy between customer expectations and perceptions about the quality of offered service. This study was aimed to examine the quality gap of occupational health services in an oil & gas company of Iran. Method: This cross-sectional study was done between March 2013 and April 2014 in Isfahan, Iran. The required data was gathered using a modified SERVQUAL instrument. A total of 194 respondents contributed in the study. Data analysis was done through SPSS. Discussion: The results revealed a negative quality gap in SERVQUAL and its all five dimensions the highest and the least gap was observed in empathy and reliability dimensions, respectively. Also, the highest average gap between workers’ perceptions and expectations was seen in the empathy dimension (-5.60), followed by tangibles (-5.58), assurance (-5.44), responsiveness (-5.33) and reliability (-4.65). Also, statistical differences between expectation and perception of employees were confirmed for SERVQUAL and its dimensions (P<0.001). Result: The results revealed the areas in which the studied company falls far from meeting employees’ expectations. Therefore, they establish the areas in which prompt quality improvements are needed. Therefore, our findings can be used as a basis for quality planning and designing of organizational initiatives to strengthen the quality of occupational health setting. Quality improvement initiatives should be taken across all five dimensions of SERVQUAL. https://ijoh.tums.ac.ir/index.php/ijoh/article/view/156 https://ijoh.tums.ac.ir/index.php/ijoh/article/download/156/247