Measurement of service quality with servqual model: A case study of a family health center in İstanbul

Quality is one of the important elements in the provision of health services to increase the level of social welfare and happiness through the protection, improvement and continuity of the physical, psychological and social health of the individual. Health businesses continuously evaluate how their services are perceived by customers and reveals improvement activities within the framework of the results obtained. The aim of this study was to investigate the quality of health services offered by a family health center in Istanbul within the frame of SERVQUAL model. For the purpose of the study, SERVQUAL scale was applied together with the sampling personal information form consisting of 1000 people. SPSS 22.00 was used in the analysis of the research data and the findings were evaluated at 5% significance level and 95% confidence interval. According to the findings obtained from the study, the patient expectations of the physical features, reliability, enthusiasm and trust factors of the health services offered are not met. However, customer expectations are met in the empathy factor of health care quality. According to the results of the evaluation made in terms of sociodemographic characteristics, the perceived confidence is significantly higher in high school and university graduate participants, while the expected empathy is higher in the literate and elementary school graduates. On the other hand, expectations of reliability and enthusiasm factors in low-income participants as well as expected total service quality total score were also high. Within the framework of the findings, it is recommended to increase the service quality in order to meet customer expectations.