Quality management of health services, evaluate with servqual analys and practice in Ankara Ulus Government Hospital

Today, service sector constututes the greatest portion of the GrossNational Domestic Product and employment in the economy of thi developedcountries. Develepment level of a country is begun to be measuret bydetermining the geratness of its service sector.Service quality and gratification of customers appear as two importantconcepts in the competition. İn the production sector, studies concerned withquality is reachet considereble amount. Howewer, description andmeasurement of services is difficult because of their nature and because ofthe customer perceptions. On the hand, these measurements must be madein order to improve the quality.Health institutions have their unique properties in addition to being anarea producing service. Evalution of the technical aspect of the service by thecustomers causes a different assessment of the quality concept in theseintitutions.İt?s really crucial for a health institution how customers perceive thefunctional quality of the hospital.İn this study, quality, service and service quality is investigated.Furthermore, models developed to measure service quality are included.Among these models, the most commonly accepted and applied one,Servqual Method is used in the application part of tihe study.İt?s seen that theServqual measurement which has been developed to assess the perceivedservice qualtiy of service institutions is nowadays used in tedermining thequality level of the health care.Servqual Methot is applied to health sector which has an importantplace in the service sector. By using such a measurement method, it is aimedto help our health institutions in the case of customer expectations can besatisfied.