The measurement of the service quality in hospitals by Servqual analysis : Field work a pri̇vate hospital in Ankara

Services in developed countries hold a big share in economy and employment. Particularly the significance of service and quality of service increases day by day. Health depending on health services is directly related to human and society health acco. In this scope, providing health and health services always plays important role in maintenance of human life in a quality way and protection of its continuity. In this context, health enterprises need to establish targets oriented to develop their service quality considering customer expectations and this point becomes important day by day in terms of health enterprises. At the first part of the study, concepts of service, quality of the service and quality were described. At the second part, concepts of customer and service quality in the hospitals, the frontrunner intuitions in the service department, were explained. At the third part, the expected and perceptional service quality were measured with a survey applied on patients of A Private Hospital in Ankara by using the Servqual service quality measurement model developed by Parasuraman, Zeithhaml and Berry. After that, findings gathered from the statistics analysis were estimated. Key Words: Service, Quality, Service Quality, Expected Quality, Perceived Quality, Health Enterprises, Servqual Scale.