A RESEARCH ON MEASURING SERVICE QUALITY IN HEALTH CARE INSTITUTIONS USING SERVQUAL METHOD

Abstract

With this research, perceived service quality of the patients of a health care institution has been aimed to be measured and 110 patients have been included in the survey. In the study, the most widely used service quality measurement method namely SERVQUAL scale developed by A. Parasuraman, V Zeithaml and L. Berry has been used for a hospital application by using special scale queries. Seven likert scale has been added to this queries and a questionnaire has been developed. Collected questionnaires were transferred to computer and the service quality level provided has been revealed through detailed statistical analysis and evaluations.