Perceived-expected in health service quality and patient satisfaction of business:an application in special dental clinic

The survival and success in today's competitive corporate goals are focused on the concept of service. Structural features of the service, the importance is growing from day to day focused on the concept of service and quality of service that HİMET the aim to reach customer satisfaction to ensure that institutions work more difficult.On the agenda in recent years and applied to patient satisfaction, quality of service is one of the indicators. In this context, the proliferation of competition, the rise in people's incomes, awareness of patients, rapid increase in technological developments, factors such as the development of health insurance, has forced emphasis on customer satisfaction in order to stay competitive the business market. In a highly competitive environment, organizations wanting to stay alive, the right job at the right time, the right way, using the right tools and have started to give importance to patient satisfaction. Patient satisfaction, in general, to meet the expectations of the patients served or are based on the patient's served detect The aim of health increasingly gained importance in patient satisfaction, implementation of "private dental clinic" Noting that held what extent patients' expectations and needs that are relevant to the services provided, the service quality and reveal the factors determining patient satisfaction.Thus, the service area has been studied to determine whether they meet the expectations of their perception of the service. This study was implemented in a private dental clinic robust and meaningful results are obtained. In a private dental clinic in the study to determine the satisfaction of patients and giving you the opportunity to determine the expected level of perceived service "SERVQUAL" it took advantage of the scale. Expected in the services sector - to determine the perceived service quality "SERVQUAL" scale was introduced by Parasuramann and has found wide application area. (Parasuramann, 1990). Statistical analysis using NCSS (Number Cruncher Statistical System) 2007 Statistical Software (Utah, USA) was performed by software package.Descriptive statistical methods for evaluation of data (mean, standard deviation) as well as multiple group comparisons between the one-way analysis of variance sub-group comparisons Tukey's multiple comparison test, independent t-test comparison of two groups of variables in determining their relationship with each other, Pearson correlation test, the expected and perceived SERVQUAL score t test was used for evaluating mating. The results are significant when p <0.05 level.