The measurement of service quality at health authorities: The application at İzmir Local Health Authority

Nowadays, Service enterprises have appointed the presentation of a qualified service, which have created the basics that the production enterprises have applied management systems, as an ultimate goal. International competition and customer satisfaction taking center stage cause the quality definition to be customer-based instead of being producer-based and a rise at service quality.The quality needs to be measurable in order to assess and understand the conclusion of the work for qualified production. While the quality of concrete productions can be identifed and measured by organizations, measuring the quality of services is much more harder for the reasons such as abstractness, instability, heterogenicity, simultaneous production and consumption.This work has been realized to assess and measure the satisfaction degree of The Staff (intenal customer) that have an important share to fulfil these services of Health Authorities which is top one priority responsible to present the health services at Local level for the service of Health Authority Service. As a measure method, it has been used SEVQUAL method developed by Parasuraman, Zeithaml and Berry. The application has been processed at İzmir Local Health Authority that situated in the third big city of Turkey and has an significant position among Health Authorities.Key Words: Quality of Service, Measure of Service Quality, SERVQUAL, Health Authority, Internal Customer Satisfaction.