Patients and Providers in Parallel: Exploring Perceived Service Quality in Greek Primary Health Care
(A2025-130328)

AUTHORS

Eleni Lymperi, University of Patras; Christos Livas, University of Piraeus

ABSTRACT

This study examines perceived service quality (PSQ) in Greece’s public Primary Health Care (PHC) system from the perspectives of both citizens and healthcare professionals. Using a modified SERVQUAL approach, PSQ Gaps were calculated as the difference between perceived performance and importance, and served as a disconfirmation-based indicator. Results revealed significantly larger negative gaps reported by citizens, especially in service aspects relating to accessibility, empathy, and emergency preparedness. A structural equation model confirmed that PSQ Gaps positively predict revisit intention (β = 0.69) and account for 47.1% of its variance. The findings underscore the importance of addressing service aspects most valued by users, particularly in constrained-choice settings. By incorporating both stakeholder viewpoints, this study highlights key priorities for PHC reform and contributes to the discourse on service quality in essential public services.