SERVQUAL MODEL IN EVALUATION OF HEALTHCARE SERVICE QUALITY; APPLICATION OF A RESEARCH AND TRAINING HOSPITAL
SERVQUAL MODEL IN EVALUATION OF HEALTHCARE SERVICE QUALITY; APPLICATION OF A RESEARCH AND TRAINING HOSPITAL

Summary/Abstract: Hospitals are service institutions that perform a large part of health services and undertake important tasks for a healthy society. This study aims to measure and evaluate the quality of healthcare services using the Servqual model, which reveals the views of inpatients. Research data were collected from 213 randomly selected participants in a Training Hospital in Istanbul using the "SERVQUAL scale" adapted for hospitals by Carmen (2000). According to the data obtained, the SERVQUAL scores of the perceived and expected service quality levels and service quality dimensions from a training and research hospital were calculated. When the expectations and perceptions about the dimensions of service quality are evaluated it was observed that the expected service quality average score was (6,584) and expectations were positive. However, the perceived service average score was (-6,584), the nursing services score was (-0.35), the planning of discharge procedures score was (-0.24), tangible assets score was (-0.65) and the reliability score was (-0.16) so it has been determined that the service quality of health services is lower than expected. As a result, it was found that the service quality perceived by the patients was above the expected service quality.

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