Assessing Healthcare Delivery and Service Quality in Community Clinics

Abstract

Community clinics (CCs) are integral to rural primary healthcare in Bangladesh, yet concerns remain about whether they deliver services that meet patient expectations. This study evaluates the quality of health service delivery in CCs in Bangladesh using the SERVQUAL model. Data were collected from 414 patients in Daudkandi and Chandina Upazilas of Cumilla district through cluster sampling. Service quality was assessed by comparing patients’ expectations and perceptions across five dimensions: reliability, responsiveness, assurance, empathy and tangibles. Findings showed negative quality gaps in all dimensions, with empathy showing the largest deficit (–1.55) and tangibles the smallest (–1.05). Differences between expectations and perceptions were statistically significant across all dimensions (p < .001). These results indicate that CCs are not meeting patient expectations, particularly in interpersonal care and reliability of services. Addressing these shortcomings requires improved resource allocation, stronger managerial oversight and enhanced provider training. Policy reforms focusing on empathy, responsiveness and reliability are essential to rebuild patient trust and strengthen the role of CCs in rural primary healthcare.