The effect of outsourcing on service quality at hospital administrations and an application

Organizations has recently focused on outsourcing to survive and maintain their activities in a competitive condition emerged from globalisation, to improve the quality of their services they served to clients, to provide cost advantage, to make use of current technology and to gain flexibility to organization.The term outsourcing is described as to alienate the activities of an organization except core competences to another organization or running together with this organization by focusing on core activities that provide competitive advantage for itself and that the organization does the best. For being succesful in outsourcing, organizations, first of all, need to describe their core competences.Hospital administrations, while focusing on diagnosis and health care services as their core competences, run the services like food, clean up, security, planning, finance and public relations by outsourcing. Outsourcing can be carried out totally or partly according to long-term or short-term needs of hospital administrations. Hospital administrations aim to improve their service quality through outsourcing. Due to the fact that the clients describe the service quality, identifying the clients, describing the clients? needs and expectations and meeting them are needed to be provided. Meeting the needs of clients increases the quality of service, and accordingly their satisfactions.In this study, by using SERVQUAL scale, the effect of outsourcing and semi-outsourcing on food service quality and satisfactions of employees related to food services is evaluated.Key Words: Outsourcing, Hospital Administration, Service Quality, Food Service Quality, SERVQUAL, DINESERV.