e-ISSN: 2582-5208 International Research Journal of Modernization in Engineering Technology and Science ( Peer-Reviewed, Open Access, Fully Refereed International Journal ) Volume:05/Issue:12/December-2023 Impact Factor- 7.868 www.irjmets.com www.irjmets.com @International Research Journal of Modernization in Engineering, Technology and Science [3668] APPLYING THE SERVPERF SCALE TO EVALUATE QUALITY OF CARE IN TWO SPECIALIST PUBLIC HOSPITALS AT BENGHAZI, LIBYA Lamya S El Adouli *1 , Rania M Hamed Madi *2 , Hager. M.S. Abeid *3 *1,2,3 Lecturer, Department Of Health Administration, Faculty Of Public Health, Benghazi University, Benghazi, Libya. DOI : https://www.doi.org/10.56726/IRJMETS47940 ABSTRACT The quality provided to the patient depends on many parties in the organization, as any medical error by any of these parties in any aspect of providing these services is completely unacceptable. The main aim of this investigation was to assess the quality of both specialist health centers, the nephron and cardiac, in Benghazi City Libya. This study used the descriptive method and SERVPERF scale to measure the quality, and the methodological approach taken in this study was cross section design. The research data in this thesis was drawn from two specialist medical health care centers: cardiac and nephron. Data had been collected from 244 workers (doctors, nurses, technicians, and employees) in both health centers, and the response rate was 81.3% in two weeks. The questionnaire was designed to measure the following 28 items, divided into five domains: tangible physical evidence, reliability, strength of response, safety and trust, and empathy. Data analysis and management were performed using SPSS. Conclusions and recommendations: The most important finding from this study was that the cardiac health center achieved the highest percentage of agreement on the availability of dimensions of quality (73.5%), while the overall rate was for the nephron health center (46.5%). In the two health centers, the guarantee was one of the highest dimensions, while the tangibility dimension achieved the lowest. Regarding health care professionals, reliability dimensions were the lowest from the point of view of technicians in the Nephron Center. Keywords: Quality, SERVPERF Scale, Performance, Benghazi, Libya. I. INTRODUCTION Since 2011, the Libyan Revolution has had a harmful effect on the healthcare sector, disrupting several health services, causing damage to infrastructure, including medical institutions, and resulting in thousands of deaths and serious injuries(1, 2). The main reasons behind the delivery of health services are the departure of foreign medical personnel and the decreased allocation of budgetary resources for prescription drugs and consumables (1). Even if the quality of healthcare services has brought some improvements for the health of the population in recent decades(3). the healthcare system is currently facing a number of challenges, including the increasing use of the private healthcare sector and/or travel for treatment abroad because the population perceives that the healthcare system is inadequate and is dissatisfied with all levels of healthcare services(2). This article investigates the quality from the perspectives of health service staff in a cardiovascular and nephrology centre in Benghazi Libya. It describes how the health care professional play an important role in shaping and contributing to quality in their day-to-day work. It considers the implications of this study to measure the quality and how it managed within health systems and to focussed on developing and analysing different quality indicators. Quality measurement in health care is the process of using data to evaluate the performance of health plans and health care providers against recognized quality standards (4). Many studies were carried out to examine various techniques and strategies for measuring the quality of healthcare services (5, 6). Numerous models were created to assess the quality of health care services. Grönroos developed the initial model of service quality, which relied on qualitative methods(7). then introduced the SERVQUAL model, which aims to measure the gap between customer expectations and service performance(8). This model focus on service quality. There is a significant association between service quality and client satisfaction. In the context of the healthcare system, Patient satisfaction is an accurate indicator of healthcare quality (9). According to the argument for performance only measurement (SERVPERF), customer attitude influences service quality, therefore evaluating service quality by performance only is a more effective way to measure it. Therefore, SERVPERF (Cronin and Taylor, 1992) measures service quality exclusively using a performance- based methodology. The scaled service performance (SERVPERF) model was proposed by Cronin and