A research on the measurement of perceived and expected service quality in hospitals: The case of İstanbul

In today's conditions, it is very important that the goods and services offered by businesses can meet customer expectations. The basis of existence in a competitive market is to produce quality goods and services. It is possible to easily measure the quality of the goods and services produced within the framework of a number of standards. However, the expected and perceived quality in the service sector may differ according to the person and external factors. In this research, in order to measure customer satisfaction and service quality, an analysis of the expected and perceived quality of the customers of the health enterprises in the service sector was made. The study was carried out with the participation of patients who are customers of hospitals serving in Istanbul and individuals who have received this service before. Since the research was conducted only in hospitals located in Istanbul, generalizations cannot be made on all hospitals in Turkey. According to the results of the research, there was a difference between the service expected and perceived by the customers purchasing health services from hospitals and health institutions.