Health customization: Yalova province state hospital and a private hospital on the measurement of service quality evaluation of implementation results

Different policies have implemented during the economic development period. Nationalism practices that started in 30?s, accelerated after World War II. In the last thirty years, the privatization policy as a tool for economic development in a market is stated in in the literature. Privatization, has brought together the concepts of profit and competition. One of the most important requirements for a business enterprise in order to make a profit in the market is the quality of the product they produce or the quality of the service they give. However quality must be measured, considered, and improved in the deficient sides continuously in order to be used as a competition instrument. The quality level of the service rendered by the service enterprise depends on giving response to the consumers? expectations and consumers? perceptions of quality are very important as well. The lack of information or misconsideration about customers? needs leads to spending of money, time, human resources and other lean sources for nothing. The fact that patients do not have enough knowledge to consider the technical quality of the sevice they buy; increases the importance of quality from the patients? point of view for hospitals. The quality level of the service is as important as the quality of consumable materials or diagnosis and treatment instruments because health care is about the ?human life?. When hospital administrators determine patients? quality expectations correctly, form the service they deal according to these expectations and improve their performance seriously. SERVQUAL Model has a pretty wide area of usage for service quality studies. In this study, the state hospital, a private hospital and a SERVQUAL model has been applied for the measurement of service quality. At the end of the study, according to the findings of various stastistical analysis, some assessments are done from meaningfulness and consistancy point of view.Keywords: Privatization, Health Services, Service Quality, SERVQUAL