Measuring service quality in hospital organizations and a university hospital case

One of the most important requirements for a business enterprise in order to compete in the market is the quality of the product they produce or the quality of the service they give. However quality must be measured, considered, and improved in the deficient sides continuously in order to be used as a competition instrument.Besides the quality level of the service rendered by the service enterprise; giving response to the consumers? expectations and consumers? perception of quality are very important as well. The lack of information or misconsideration about customers? needs leads to spending of money, time, human resources and other lean sources for nothing. The fact that patients do not have enough knowledge to consider the technical quality of the sevice they buy; increases the importance of quality from the patients? point of view for hospitals. The quality level of the service is as important as the quality of consumable materials or diagnosis and treatment instruments because health care is about the ?human life?. When hospital administrators determine patients? quality expectations correctly, form the service they deal according to these expectations and improve their performance seriously.SERVQUAL Model has a pretty wide area of usage for service quality studies. In this study, hospitals, which is one of the leading areas of service, is chosen for the application of SERVQUAL Model, and the model is applied to a university hospital. At the end of the study, according to the findings of various stastistical analysis, some assessments are done from meaningfulness and consistancy point of view.Key Words: Service, quality, service quality, hospital organizations, SERVQUAL