Evaluation of expected and perceived service quality wıth Servqual Scale at Dr. Sami Ulus Child Diseases Hospital

The purpose of giving health services in a society is to protect and enhance individuals? physical, mental and social health and wellbeing. By achieving this goal, we can improve the level of social welfare and happiness of the society. The therapeutic and rehabilitative health services are generally carried out in the hospitals. The service quality has an important place in health organizations, as well as in the other organizations.This research is intended to measure the expected and perceived service quality by using SERVQUAL Scale in the inpatient services of the department of child health and diseases in Dr. Sami Ulus Women, Children Health and Diseases Training and Research Hospital run by the Ministry of Health of Turkey. 156 patient companions have been included in the research.At the end of research, the levels of expectation and perceptions regarding services given were analyzed. It?s found out that the highest expectation and perception belonged to "Reliability" dimension and the lowest expectation and perception belonged to "Physical Properties" dimension. Analyses also showed that the most important service quality dimension was ?Trust?, the second most important one was ?Reliability? and the least important one was ?Physical Properties?. All of the SERVQUAL scores regarding the quality of the services given in the inpatient sections of the child health and diseases in the Hospital were found to be (-) negative.While it has not been observed any significant difference in the SERVOUAL scores of the study group according by gender, age, employment status, marital status, frequency of contact and number of days of hospitalization in this hospital. A significant difference were found in the SERVOUAL scores of the study group according by educational background, place where they live, income level, overall impression regarding the service, encountering some problems in this hospital, preferring this hospital again and recommendation this hospital to other people.Key Words: Service, Quality, Health Service Quality, SERVQUAL, Expected and Percepted Quality.