The measurement of the service quality in hospitals by servqual analysis: Field work in Eskişehir Labor and Pediatric Hospital

Services in developed countries hold a big share in economy and employment. Particulary the significance of service and quality of service increases day by day. In line with these developments, the need to clearly identify and measure the quality of service emerged in order to improve the services.In the context of this study, subjects of quality of service and measurement of service quality are examined.At the first part of the study, consepts 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 staff and patients of Eskişehir Labor and Pediatric Hospital by using the servqual service quality measurement model devoloped by Parasuraman, Zeithaml and Berry. After that, findings gathered from the statistics analysis were estimated.Key Words: Service; Service Quality,Expected Quality, Perceptional Quality, Servqual Scale