Measurement of service quality in health sector: a comparison between public and Turkish private hospitals in Kosovo
Measurement of service quality in health sector: a comparison between public and Turkish private hospitals in Kosovo

Summary/Abstract: Healthcare quality has been subject of attention of researchers in every field. Different definitions have been given from different authors and new models have been developed over time. SERVQUAL and SERVPERF models were the most frequently used models for measuring health service quality. Although these models were shown successful in measuring quality, they have been criticized from many researchers. Therefore, it is necessary to make an overall view of healthcare quality factors. The aim of this study is to make a general evaluation of the service quality offered in public hospitals and private Turkish hospitals in Kosovo. Using the convenient sampling method, 204 surveys were found valuable. As a result of factor analysis, five main factors that measure service quality have been obtained and are named as hospital environment and examination services, nurses services, physical characteristics, convenience and medical services. According to the results of the t-test applied to the research data, it was found that service quality components were higher in private Turkish hospitals compared to the Kosovo public hospitals. Healthcare quality factors have an important impact on patient satisfaction. Patient satisfaction level is higher in private hospitals rather in public hospitals.

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