The effect of perception of service quality on consumersatisfaction: Case of Libya

Today, hospitals need qualified manpower to provide and maintain quality service. Quality of Service is a more ambiguous and complex concept in terms of its understanding, implementation and control, as it does not contain many concrete elements. It is important for hospitals that patients who benefit from the service provided leave the hospital in a satisfied way. The main purpose of this study is to examine the effect of consumers' perception of service quality towards hospitals on consumer satisfaction. In addition, it was tried to determine whether the perception of consumers towards service quality and their perception of satisfaction differ according to their demographic characteristics. When the literature is examined, it has been determined that many studies involving service quality and satisfaction together. However, the number of studies on the Libya axis is limited. It is thought that this study will contribute to the literature as a result of investigating the relationship between service quality and satisfaction variables. Key Words: Service quality, customer satisfaction, health sector. 2020, 67 Pages