arisoy, dilara şansel gazi üniversitesi - sosyal bilimler enstitüsü - üretim yönetimi, turkey

Service Quality in The Healthcare Services and An Application to Measure Service Quality with Servqual Method

36473

The service sector became important with the rapid development of information technology, globalization and advences in digital communication. It is difficult to determine customer expectations and perceptions in services because of the fact the services are intangible, heterogeneous and difficulty of setting standards. Healthcare sector is growing rapidly and becoming an important part of the economy. It is therefore very important to set up quality standards in measuring service sector quality. The main purpose of this study is to determine customer expectations of the patients in 10 family health centers in Niğde and perceptions of these patients after taking the healthcare service. İn this way the degree of customer satisfaction is measured according to gender, education, social security and levels of income. Seervqual scala developed by A. Parasuraman, V.A. Zeithaml and L.L. Berry is used in this study. The survey covers a sample of 500 patients. The dimensions of quality are measured by empathy, reliability, assurance, responsiveness and physical values. Servqual scores are calculated an service quality is interpreted according to scores.

1079

Service Quality , Quality of Healthcare Services , Servqual , Quality Management , Perceived Services Quality

Journal Of Economics an‎d Administrative Sciences

1102