Quality management in health services and an application for analysis of the quality using servqual method

Health sector is a developing and self renewal sector. In comparison with last decades, there are several advances in health sector technologically and scientifically. Of late years, health sector employees have to have a high opinion of the service quality and enhance this quality to compete the competitors, to maintain their existence and to profit. So, the patients who satisfied the service quality will apply the same facility. In this thesis, it is dealt with the quality management in health sector and measurement of the Perception of Service Quality using Servqual Method. As application, it is carried out an face to face inquiry with 465 patients in Kavaklıdere Umut Hospital in private sector. In this inquiry, it is aimed to measure the service quality of this hospital and to create some suggestions to improve the service quality in depend on the patients? expectations and perceptions. Additionally, the hyphothesis which are based on the relationship between the provided data and demographic charcateristics are evaluated.