The effect of expected and perceived health service quality on outpatient satisfaction: University hospital example

The main purpose of this research is to determine the Effect of Expected and Perceived Health Service Quality on Outpatient Satisfaction. In the study, in which the quantitative research method was used, the data were collected from the patients by face-to-face survey method (the number of data taken into evaluation was 400).The universe of the research is composed of patients receiving outpatient health services at Düzce University Research Hospital. Descriptive statistics, difference tests, explanatory factor analysis, path analysis techniques were used in the research. SPSS 21 and AMOS 22 package programs were used in the analysis of the data. The research results reflect the thoughts of patients who receive outpatient health services at Düzce University. An explanatory factor analysis was conducted for the patient satisfaction scale used in the research and the scale was divided into three factors: Satisfaction with Clinical Processes, Satisfaction with Staff Approach, Satisfaction with Physical Elements.. On the other hand, the Servqual Service Quality scale is considered in the literature as five dimensions: physical characteristics, reliability, enthusiasm, assurance and empathy. It has been found that clinical process satisfaction significantly affects the expected reliability, expected enthusiasm, expected assurance, perceived physical characteristics, perceived reliability and perceived enthusiasm from the dimensions of health service quality. Satisfaction with Personnel Approach; It was determined that expected responsiveness, expected assurance, perceived physical feature, perceived reliability, perceived responsiveness and perceived responsiveness were significantly affected.Satisfaction with Physical Elements; It has been determined that expected responsiveness, expected assurance, expected empathy, perceived physical feature, perceived reliability and perceived empathy significantly affect. As a result of the analysis, it was concluded that the expected and perceived health service quality affects patient satisfaction.