Quality of service and effect of employee on patient satisfaction: Review in a health organization

This study is done in order to investigate the service quality of a private health institution, the satisfaction level of the patients receiving service from this private health institution, and the importance of the staff in hospital preference. The study population consists of the patients in a private hospital located in Istanbul. The sample size is 396 patients. The data are collected by using a questionnaire consisting of 64 questions aiming to find out the features of the expected service quality, perceived service quality, patient satisfaction and demographic descriptive structure. Due to the general validity of the Servqual scale in evaluating the quality of health services, in this study the Servqual scale is used. Data are analyzed statistically by using SPSS 22.0 software. Test of Normality / Shapiro Wilk, Chi-Square Test, Group Comparison tests (Dependent Sample T Test, Independent Sample T Test, One Way Analysis of Variance) and Reliability Analysis was used. Key finding of this study is that patients prefer private hospital due to their confidence in private health institutions compared to public ones. Moreover, as the level of staff satisfaction of the private health institutions increases, the quality of the service goes up.