The investigation of the quality perception of patients in the health sector on patients: The comparison of a public and a special hospital

Service quality is the perception of the difference between the service that customers expect and the service they receive. In the event that the customer's expectations are not met by the service received before purchasing the service, the customers regard the quality of the service received as low. This situation leads to customers not wanting to receive this service from the same place and not recommending it to others when they need the same service again. In this case, the enterprise suffers from customer loss. In this study, comparison of service quality perceptions of patients receiving services from private hospitals and public hospitals is discussed. In addition, it is aimed to re-prefer the hospital, recommend to others and to examine the differentiation of the patient according to the descriptive characteristics of the patient. The study was conducted on a total of 480 patients, 240 from a public hospital and 240 from a private hospital. In this study, a questionnaire consisting of quality of Service scale, characteristics of hospital preference and demographic descriptors was used as a data collection tool. In the study, it was found that the quality perceptions of the patients differ according to the type of hospital they went to. The perception of service quality for private hospitals in the dimensions of physical properties, reliability, enthusiasm, confidence and empathy were higher than the state hospital. It was concluded that patients perceived quality of service to private hospital was higher.