The internal consumers percepti̇on of quali̇ty i̇n terms of servi̇ce quali̇ty i̇n the health care organi̇zati̇ons (the model i̇n Nevvar Sali̇h İşgören State Hospi̇tal i̇n Alsancak)

The constant self-renewing health care services also bring about a rapid increasing rivalry in terms of service providers as a result of sudden changes in treatment methods and chosen technology. This competition results in an obligatory ongoing advancement that these health care organizations aim at in order to exist in future. Due to the effect of changed managerial understanding and beginning to apply international quality standars, this must does not only include the private health care organizations, but also the public ones . Yet, for a health care organization to present good quality services depends on how customers' expectations are met and what the customers' perception of service quality is. Thus, these organizations have to analyze the customers' expectations and perceptions both to define the present level beforehand and find out some changes after the quality improvement studies. One of the widespread scales used in the perceived service quality in the health care organizations is "SERVQUAL " scale. That is adapted for a research on hospital services in Nevvar Salih İşgören State Hospital in Alsancak. In this research, as the internal consumers who witnessed every stage of service delivery processes directly affected the external consumer satisfaction, their perceived service quality levels were measured and then, how aforementioned service quality had changed was statistically analyzed in terms of independent variables (age, gender, marital status, educational level, occupation, the employees' general quality evaluation of the hospital and they would rather the same hospital when they need in future or not, having any problems or not while providing services and troubleshooting them).