Relationship between Service Quality and Patient Satisfaction in Case of TRNC

The purpose of this thesis is to measure the hospital service quality in Turkish Republic of Northern Cyprus (TRNC) from the perspective of patients and analyze the relationships between service quality and patient satisfaction. Correlation matrix, Independent Samples Test, one-way ANOVA and multiple regression techniques are conducted to investigate the hospital service quality as well as the relationships between service quality and patient satisfaction. The results show that patients perceive service quality in a different way and they perceive the quality in private hospitals higher than in public hospitals. The results also provide several useful guidelines to the administration of hospitals in TRNC and the most important satisfaction factor is estimated as quality. Keywords: service quality, patient satisfaction, independent sample test, ANOVA analysis, OLS, hospitals of TRNC