Abstract :
Due to competitive pressures, issues such as quality of service, customer feedback on services, the presentation of services that require competitive talent are becoming ever important constructs as a result of the transformations that occur in the way business is done. In sectors where competition is intense, companies that want to offer differently and cheaper services than their competitors focus on the measurement of service quality. As the quality of service gets more and more important day by day, the need for more accurate measurement of service quality has increased. There are many different qualitative and quantitative methods such as SERVQUAL, SERVPERF, GRONROOS Model, Gap Model in the literature to measure service quality. However, the most frequently used methods is the SERVQUAL scale developed by Parasuraman et al. The SERVQUAL measurement model is one of the generally accepted scales that have been tested in many studies for validity and reliability in the literature. Today, studies are being carried out for continuous improvement of quality in health services as is the case in every service sector. The key criterion for improving the quality of health care services is to measure the service quality at first. In the literature, one of the numerical methods that measure service quality in the health sector is SERVQUAL measurement method. The main purpose of this study is to measure the service quality in a Medical School Hospital operating in Konya with SERVQUAL measurement model. For this purpose, the scale developed by Parasuraman et al. has been rearranged in accordance with the characteristics of health services. Within the scope of the prepared scale, we interviewed with 345 outpatients in the Medical Faculty Hospital. The obtained data were evaluated by SPSS statistical package program. In this context, considering the five dimensions expressed in the SERVQUAL measurement model, the expectations and satisfaction levels of patients about the services provided by the hospital were examined. The obtained results were discussed in terms of the dimensions of the SERVQUAL scale. According to the results, it is found out that not only patients expectations are not fully met but also their satisfaction perceptions about the institution are at high levels in the context of the current scale. In addition, the SERVQUAL scale has been identified as an important model that can be used to explain the Intent to Benefit from the Rehabilitation Service.
