The effect of service quality on patient satisfaction in health instit: A hospital example in batman

With the increasing population in the world, healthcare institutions are becoming inadequate in the services they provide day by day. In addition to public health care institutions, the opening and increasing of private health institutions and the expansion of their capacities are among the efforts made to meet the increasing need for health services to some extent. In order for health institutions to continue their existence, the health services they provide must be met with satisfaction by the people who receive health services. There is a direct connection between the increase in the satisfaction of people receiving health services and their re-preferring the institution from which they receive health services and recommending it to others. In order to maintain their competition with their rivals, to continue their existence and most importantly to ensure patient satisfaction, the main goals of healthcare institutions are to constantly improve the quality in every field they serve and to constantly follow the developing and renewed technology. The aim of the research is to determine the effect of the service quality offered in healthcare institutions on the satisfaction of patients receiving healthcare services. For this purpose, it was planned to conduct a research on 310 patients receiving inpatient health services from a public hospital operating in Batman province, and data was collected by survey method including Servqual service quality scale and satisfaction expressions. First of all, confirmatory factor analysis was used to determine the compatibility of the measurement tools with the data. By examining the fit indices obtained as a result of CFA, it was seen that the measurement tools were compatible with the sample. It has been shown that convergent validity is achieved by calculating the AVE and CR criteria, and discriminant validity is achieved by calculating the ASV and MSV criteria. Conbach's alpha analysis was performed and it was found that the measurement tools were highly reliable. As a result, structural equation modeling analysis was conducted to determine whether patients' perceptions of the quality of service they received affected their satisfaction. As a result of the analysis, it was concluded that the quality of service in healthcare institutions affected patient satisfaction. Keywords: Hospital, Service, Quality, Satisfaction