The effect of service quality on satisfaction of the patients

All the health institutions aim at reaching synergy group forming by patient –health staff satisfaction and participating. As to be continuing in competitive market, all customers support is needed. In this thesis, as the companies followed demographic properties, in the scope of quality management applications, the effect of demographic properties on patient satisfaction was examined. To evaluate this effect, a survey, including 19 questions, was tested on 150 hospital patients, Zonguldak Maternity and Children Hospital and 20 questions were tested on 150 outpatient. The result of the survey was examined and interpreted through SPSS statistic method. At the end of the study, it was observed that there is a difference between hospital patient and outpatient in the sample hospital. The degree of the out patient satisfaction was higher than the satisfaction of the hospital patient in regard to the service of the hospital, the care of the privacy act. It was concluded that this difference based on the time the service provider and the service encounter pass together. The positive result of the short term communication should be extended to the result of the long term communication, on that matter the mistaken attitudes were tried to be found and we gave advises to the service providers.