A research on perceived service quality and patient satisfaction in health institution: Example of Mardin province

In the environmental of globalization and rapidly increasing competition, business need to be open to innovations by keeping up with the changing world conditions before or after production in order to survive in the service sector. The service sector, which is in the development and growth trend, is also among the sectors most affected by the development and change in the world. In this study, service sector was examined in general and service quality and patient satisfaction were defined. Cronin and Taylor (1992) Servperf perceived service quality scale and Taşlıyan and Akyüz (2010) customer satisfaction scale were applied to the participants of two state and two private hospitals in Mardin. Consequently, regarding the perceived service quality and patient satisfaction in State and Private hospitals; it was concluded that the participants were satisfied and as a result of the study, solutions were offered for the improvement of public and private hospitals.