Measurement of perceived service quality and patient satisfaction in health organizations: Case of Bilecik provience

Today, with the proliferation of epidemics and theincrease in the value that people place on their health, the number of applications to institutions providing health services has also increased. With the increase in the number of applications to health institutions, the expectations of patients and their relatives have also increased. In order to respond to these expectations, healt hinstitutions have had to improve themselves in terms of both quality and quantity. This research is to determine the perceived service quality of people who benefit from Bilecik Training and Research Hospital health services and to what extent this perception affects satisfaction. The scale to be preferred as a data collection tool was determined as a result of a meticulous examination. When the literature is examined, it has been seen that the most preferred scales in the measurement of service quality are SERVQUAL and SERVPERF scales. It was decided by Cronin and Taylor that the SERVPERF scale, which was included in our literature in 1992, was more suitable for our study.