Measurement of patients' health care expectations and perceptions: A comparative analysis in Malatya public and private hospitals

Also in developing countries as in developed countries, demand for healthcare services and quality expectations of the time in increasing. So is known that there is a constant change in health care delivery in Turkey. It is seen that public and private hospitals adopt a customer-oriented treatment approach. In today's cost-conscious and competitive market, for health enterprises to gain competitive advantage and to maintain continuity, quality of service is very important for health enterprises. Nowadays, it is expected that health care organizations will not make concessions on quality while working at low cost. They should measure and evaluate the patient's perception of service quality so that they can maintain basic skills of health services and achieve long-term success. In this master thesis, it is aimed to measure the service quality in the health sector. The Servqual method developed by Parasuraman, Zeithaml and Berry for the measurement of service quality was adapted to the health sector by Demire and Bülbül. In this study, the expectations and expectations of the patients receiving health services from public and private hospitals in the province of Malatya were measured and the differences in the perception and expectations of patients receiving service from public and private hospitals were compared. In addition, it was questioned whether there was a relationship between hospital perceptions of patients and their satisfaction with hospital services and the results were presented in the third part of the study. The study consists of three parts. In the first part, the concept of service and the quality theoretical framework of the service industry are emphasized. In the third chapter, information about the study method and method and the findings are presented and test processes for the hypotheses of the research are presented. In the conclusion part of the research, general evaluation was made and recommendations were given to researchers and health institutions.