THE MEASUREMENT OF HEALTHCARE SERVICE QUALITY WITH SERVQUAL: THE CASE OF A PUBLIC HOSPITAL

Abstract

Author(s): Zafer KOCA, N. Kemal ZTRK

Health is an important issue not only for individuals but also for societies and governments. The service provided in this field should be accurate, reliable, complete and high quality, and the quality of the service provided must be measured and evaluated correctly. The aim of this study is to measure how health services provided in a public hospital are perceived by patients, especially after the Health Transformation Project. Our study is a descriptive study and a simple random sampling method was used. We used SERVQUAL scale developed by Parasuraman et al. (1988) and adopted to healthcare services by Babakus and Mangol (1992). Our questionnaire was conducted on 272 patients. In this survey perceived service quality was evaluated from the demographic features point of view. According to the results, perceived service quality varies according to age, marital and educational status, income and the number of visiting the hospital. However, it doesn’t vary according to gender. The vast majority of patients stated that the healthcare service quality increased after the Health Transformation Project.

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