Comparing expected and perceived hospital in-patient quality using servqual model in Yeditepe University hospital

In this study, patients' evaluation of the quality of service after first-time hospitalization were assessed and examined. The sample of the study consisted of the first-time hospitalized patients of Yeditepe University Hospital, Ataşehir, İstanbul. To assess the quality of service, method of face to face survey was employed and 12 sociodemographic questions, 22 questions that interrogate the expected and perceived service quality at different times and in the final stage 5 questions of the scale for general assessment were asked. After obtaining the ethics committee approval, 75 patients were enrolled to the study according to the inclusion criteria. The data from the face-to-face survey of these patients was entered into the Statistical Package for the Social Sciences (SPSS) software and the statistical results were interpreted. Findings derived from the statistical results were used to test the hypothesis of "In inpatient services of Yeditepe University Hospital there is statistically significant difference between mean expected and perceived service quality" was tested and proved to be correct. The results of the study were discussed and suggestions to both employers and employees were made.