terms of reliability, the gap was greater for those
with a higher secondary degree in comparison
with those with a lower secondary degree.
As far as responsiveness was concerned, the
difference between expected and perceived services
was greater for those with a higher secondary
degree in comparison with those with a
lower secondary degree. In terms of assurance,
for those with a higher secondary and university
degree, perceived quality was lower in comparison
with those with a lower degree. Finally, as
far as empathy was concerned, the expectations–
perceptions gap was greater for those with a
higher secondary degree in comparison with
both those with a primary education and a lower
secondary degree. It could be concluded here
that education plays an important role in
assessing the quality of offered care in primary
health care centres
Do people have different expectations about
health service standards?
The previous analysis showed that there were
significant differences between participants of
different age and education in terms of the gap
between their expectations and perceptions of
quality of the health service centre. However, it is
not clear whether these differences are because of