With the spread of the quality function analysis by using integrated Servqual's and Kano's model of service quality improvement and implementation of a health facility

The Quality of Service has been gaining importance day by day. As a resul of the increasing in the number of the estabilishment, rivalry has gathered of speed, so businees enterprises have to serve highest in quality. In order to understand whether the quality of the enterprises is enough or not, service quality must be measured and evaluated. In this topic many studies have been done. Among of the studies the most accepted one is the Servqual model, which is by Parasuraman, Zeithaml and Berry improved. Although the Servqual model is used in many countries and by different academicians, it is thought that this model has lacks in some ways. So this model integrated with the other models.This thesis includes adapting quality function exponsion by integrating Servqual model with Kano model and the studies which are done in tourism sector, also carrying out in healty sector at a goverment hospital. By Servqual model business enterprise's hoped and perceived quality points have been counted, Kano Model has been included to this model, so founded how customer requirements must be replied and which line is right. After that by using these data quality points placed in Quality House with Quality Function Deployment method. The study was conducted at a state hospital in Izmir and sampling activities, the questionnaire was administered to 500 people receiving services from the hospital. The data obtained are analyzed and compared with the patients' expectations and perception levels. High levels of customer expectations of the hospital service area, the detection levels were low. Join Servqual the analysis results, the hospital was negative. People who are not satisfied with the service they receive in hospital services. In terms category of Kano, all of these requirements to the expected needs of the patients evaluated in the category. Through this method to improve the quality of service requirements for businesses to see what is going on, they can develop in this direction.Keywords: Service, Health Services, Service Quality, Servqual, Kano Model, Quality Function Deployment