Measuring service quality in cancer early diagnosis, screening and training center with the SERVQUAL model

This study is a cross-sectional study that aims to measure the expectations and perception levels of service recipients at the Cancer Early Diagnosis, Screening and Training Center (KETEM) with the SERVQUAL model. The study was carried out with the participation of 201 volunteer individuals who applied to the Gelibolu District Health Directorate KETEM unit for cancer screening between July 1, 2023 and August 31, 2023. Data were collected using the Sociodemographic Information Form and the SERVQUAL scale. IBM SPSS 26 program was used to analyze the data. The suitability of the data for normal distribution was tested with the Kolmogorov-Smirnov test. Descriptive statistics, Mann Whitney-U test and Kruskal Wallis test were used in the analysis of data that did not comply with normal distribution. In all analyses, p<0.05 was considered statistically significant. As a result of the analyses, it was determined that there was no significant relationship between the gender and marital status of the participants and their SERVQUAL scores for KETEM healthcare services, but there was a significant relationship between their age, education level and income status and their SERVQUAL scores. In addition, the findings supported the hypothesis that "there is a significant difference between Expected Service Quality and Perceived Service Quality". While the quality expectation level of the patients was (4.141±0.366), the quality perception level was found to be (4.061±0.197), and it was determined that there was a significant difference between these levels (p=0.001). As a result of the study, it was seen that the participants' expectation levels for the KETEM service were higher than their perception levels and the participants' expectations from the KETEM service were not met.