The effect of service quality perception on service receiver satisfaction during the pandemic period: The example of Başakşehir Çam and Sakura City Hospital

There is a high level of relationship between the quality of the service provided in the service providers and customer satisfaction. The dimensions of the relationship between service quality and patient satisfaction differ due to the different characteristics of health service from other services in hospital enterprises that provide health services. Especially during the Covid-19 pandemic period, the satisfaction perceptions of the patients have shifted to quite different dimensions with the effects of the pandemic. In this context, the relationship between the service quality perceptions and satisfaction of the patients in the sample of "Basaksehir Çam and Sakura City Hospital", which was put into service during the pandemic period, was examined in terms of its sub-dimensions. Using the IBM SPSS-23 (Statistical Package for the Social Sciences) program in the analysis in the research; t tests, ANOVA tests and correlation analyzes were performed. Within the scope of the research, a questionnaire prepared by the researcher was applied to the patient group of 660 people. According to the results of the research, a statistically significant, very strong positive relationship was found between the perceived service quality of the patients receiving health care services from Başakşehir Çam and Sakura City Hospital established with the PPP model during the Covid-19 pandemic period and patient satisfaction. Keywords: Covid-19, Perceived Service Quality, Patient Satisfaction, City Hospitals. PPP