Social media usage and perceived service quality relations in the health services institutions

Information technologies known as the most important development of our era and especially, the use of the internet has shown its positive effect in all fields. The global organizations have understood the importance of the information technologies and made their investments in this field. The service organizations have also been using the information technologies actively. Such a rapid improvement of the information technology and the use of the consumers that service in every field attract the organization's attention. The healthcare organizations which are one of the service organizations use actively the information technologies. On the other hand, word of mouth communication is known as one of the most important methods of marketing activities. These activities are now being used more effectively in the electronic environment. This study is determining the dimensions of the electronic word of mouth communication in the healthcare organizations and is searching the effect levels of these applications to the service quality in the healthcare organizations. In this sense, two different scales have been used as the service quality scale and the social media scale besides the literature research. The data found has been analyzed in the statistical analysis program entitled SPSS. Key words: Healthcare Services, Word-of-Mouth communication, Service Quality