The analytic evaluation aiming at measuring service quality within the quality management in the health sector

Nowadays, the service sector is the most developing sector in the world. All branches of the service sector have a key position for people to improve their life qualities and to meet both increasing and changing needs of them everyday.When the term of quality was mentioned, it only used to cause us think of a product quality but, in parallel to the development in the service sector during the 1990?s, the importance of service quality was conceived. Business organizations need to improve their service quality consistently in order to fulfill changing necessities of customers as regards the developing technologies and increasing competition. Based on the philosophy of ?If it is not measurable, it cannot be improved?, Managements are to show necessary importance for measuring of the service quality by evaluating expectations and perceptions of customers.As for health sector, service quality has a different importance because of concerning with improving life quality and saving lifespan. Regarding this point, measuring the service quality served in health sector, and evaluating these data will contribute to the construction of strategies and politics which are required.In line with these data, the main purpose of our study is to determine the service quality which is perceived by the customers who get service from the health services. In this regard, study consists of four parts. In the first part, quality, historical development process and dimensions of quality are discussed. In the second part, service and service quality concepts with service quality measurement models are explained. In the third part, health services and enhance quality practices with health sector?s quality are took up. As for in the fourth and the last part which is the applications part, 151-bed Manisa Merkez Efendi Government Hospital which has ?ISO 9001:2000 Quality Management System Certification? was chosen as an example. SERVQUAL scale which has proven validity and the most common use in measuring service quality is used.As a result of this study, it was specified that what the patients? expectations were from the health sector. At this point, results which were acquired within an exemplary practice are thought to have an importance of composing forward politics and strategies in terms of institutions which provide health service.