Measurement of service quality in a health care organizatoin and factors affecting customer satisfaction

The quality of goods and services and their meeting customer requirements is very important. One way to live in an increasing competitive environment is to be able to product qualified goods and services. Simply, it is possible to measure quality for goods attaining them some standarts or focusing on some properties of goods. However, in services sector, the perceived and wished quality vary due to individuals and environmental factors.The main aspects of service quality include factors like reliability, eagerness, sufficiency, courtesy and communication. Unawareness or misunderstanding of service unit the customer demands may create an ambiguosity between customer?s perceptions and wishs. Nonetheless, measurement of quality is must for improving quality.In this study, we discussed service quality and customer satisfaction. We aimed determine how to meet these demands as measuring customer demands and ratio of their meetings in this research.35 of suggestions are determined those will be used for measuring service quality after making literature study. We pointed these suggestions by Likert?s 7 points scale and processed a factor analysis to them. Then, the service quality determined as (perceived quality-wished quality) and computed on basis of service quality aspects. Next, model is evaluated in terms of signifance and coherence after determining some findings of statistical analysises. The conclusion part consists of discussions and suggestions about results of this analysis.