Measuring service quality in hospitals: A research in the city of Afyonkarahisar

The purpose of this study is to measure the service quality in public and private hospitals of Afyonkarahisar with the help of SERVQUAL Scale and the method of GAP. In the study, frequency analysis, chi-square test, independent sample t test, one-way Anova, Tukey test and Tamhane test are used. At the end of the study in terms of the variables; gender, age, marital status, education, social assurance, salary and hospital giving treatment; SERVQUAL scores of all the patients? participating the survey within the dimensions of medical and nursing services, tangibility (physical conditions) and accessibility are found to be in the negative way. This situation creates a difference between the expectation and perceptional levels of patients receiving service from all of the hospitals. This also shows that the patients? service quality satisfactions about the hospitals are at the avarage level (between the scores of -1.99 and ?1). Furthermore it is found that the service quality in private hospitals are higher than public hospitals.Key Words: Health Service in Hospitals, Service Quality, SERVQUAL Scale.