Servqual analysis measurement of service quality in the service sector: State and private hospital application in İstanbul

Quality of service in healthcare enterprises; it is one of the difficult and complex concepts in terms of understanding and evaluating the results. Health companies, as in all companies in the service sector, are obliged to provide service due to increasing competition conditions and quality. The service quality of a health company is related to the ratio of service quality factors to the expectations of customers who receive health services, rather than how good the service quality factors are. One of the methods used in measuring service quality is the Servqual scale. In this study, we tried to analyze the clinical and perceived service quality of a healthcare facility (hospital) using the SERVQUAL scale. The aim of this study was to analyze whether there is a difference between the expectation of the patients who received a service in a hospital service and the quality of service. . As a result of the analysis, it was concluded that there was no difference between the perceived and expected quality of service for all service quality dimensions of service patients and the quality of service was not different between the service quality dimensions.