Quality in service industries and an example about service quality measurement

Service companies assign quality service presentation, which has alreadybeen the priority of management applications of production companies, as theirfinal objective. Increasing importance of service sector is associated with itsimproving share in the economy. Attaching importance on internationalcompetition and customer satisfaction causes quality concept to focus oncustomer rather than producer and increase the service quality.It?s necessary to measure quality in order to learn whether the qualityefforts are succesful in reaching desired quailty level or not. While quality intangible goods has been described and measured by the organisations, quality inservices is more difficult to measure because of intangibility, inseparability,heterogenity and perishability features of the services.With this study, it is aimed to measure the service quality perceptionjudgements of customers. Application has been performed on the clients of aprivate hospital which represents Health Care Organisations having animportant role in service organisations. Research results not only show thecustomer perceptions against services offered by the company, but also indicatethe necessary modifications in its company policies and applications.Keywords: 1) Service Industries 2) Service Quality 3) Health Care Services4) Hospital Quality 5) SERVQUAL