Measuring Service Quality Level: Istanbul Public Hospitals Inpatient Example

Abstract

As a result of the transformations in the way healthcare businesses do business due to the competitive structure; Issues that require competitive ability, such as the way of delivery of services, customers' feedback about the services, and the quality of the service, are becoming very important. The increasing number of private healthcare enterprises in our country day by day creates an intense competitive environment and naturally brings with it the need to provide better quality service. Because quality health services deeply affect both the individual and the social structure. At the same time, quality health services create a spiral relationship that extends to the happiness of individuals, the efficiency of businesses and the development of the country. Therefore, the quality of the service provided in healthcare institutions is an important issue that concerns not only patients but also state institutions and governments. The increasing importance of service quality has increased the need to measure service quality more accurately. Many scale models are used at this point. The most frequently used method is the SERVQUAL scale. SERVQUAL measurement model is one of the generally accepted scales whose validity and reliability have been tested in many studies in the literature. Nowadays, studies are carried out to continuously improve the quality of health services, as in every type of service. The key criterion in improving the quality of services provided in the field of health is primarily the measurement of service quality. This study covers patients receiving inpatient services in any public hospital in Istanbul. While conducting the survey simple sampling by method. It was selected and applied to a total of 100 patients who had received inpatient services since 2013. As a result of the study, it was determined that the satisfaction level and the expectation level were generally close.