A STUDY ON THE HEALTHCARE SERVICE QUALITY EXPECTATION AND PERCEPTION OF PATIENTS
This study was aimed to measure the quality ofhealth services which expected and perceived by adult patients who werereferred to the health institution and to provide feedback to the institution.In the study, the Servqual scale developed by Parasuraman, Zeithaml and Berryin 1985 was used. The study...
Saved in:
| Main Authors: | , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Mehmet Akif Ersoy University
2019-08-01
|
| Series: | Mehmet Akif Ersoy Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi |
| Subjects: | |
| Online Access: | https://dergipark.org.tr/en/download/article-file/790398 |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
| _version_ | 1832584327527923712 |
|---|---|
| author | Gizem Zevde Aydın Elif Dikmetaş Yardan |
| author_facet | Gizem Zevde Aydın Elif Dikmetaş Yardan |
| author_sort | Gizem Zevde Aydın |
| collection | DOAJ |
| description | This study was aimed to measure the quality ofhealth services which expected and perceived by adult patients who werereferred to the health institution and to provide feedback to the institution.In the study, the Servqual scale developed by Parasuraman, Zeithaml and Berryin 1985 was used. The study was carried out on adult patients referred to auniversity hospital. The sample size of the study was determined as 552persons. 565 patients participated in the study. Significance level was takenas p <0.05. Participants of the study were examined for their participationin the questionnaires and it was found that the perceptions of the quality ofthe health services of the patients differ from the Servqual scalesub-dimensions in terms of tangibles, responsiveness, assurance and empathy. Itwas also found that the expectations did not differ according tosub-dimensions. It is proposed that the institution should consider customerexpectations for the quality perception in healthcare services and make the necessarychanges as much as possible in the areas where the expectations are notprovided. |
| format | Article |
| id | doaj-art-845216317b0a43bd997bf8be07c9719b |
| institution | Kabale University |
| issn | 2149-1658 |
| language | English |
| publishDate | 2019-08-01 |
| publisher | Mehmet Akif Ersoy University |
| record_format | Article |
| series | Mehmet Akif Ersoy Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi |
| spelling | doaj-art-845216317b0a43bd997bf8be07c9719b2025-01-27T14:14:53ZengMehmet Akif Ersoy UniversityMehmet Akif Ersoy Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi2149-16582019-08-016228629910.30798/makuiibf.518567273A STUDY ON THE HEALTHCARE SERVICE QUALITY EXPECTATION AND PERCEPTION OF PATIENTSGizem Zevde Aydın0https://orcid.org/0000-0002-8249-6788Elif Dikmetaş Yardan1https://orcid.org/0000-0002-8300-8715Ondokuz Mayıs ÜniversitesiOndokuz Mayıs ÜniversitesiThis study was aimed to measure the quality ofhealth services which expected and perceived by adult patients who werereferred to the health institution and to provide feedback to the institution.In the study, the Servqual scale developed by Parasuraman, Zeithaml and Berryin 1985 was used. The study was carried out on adult patients referred to auniversity hospital. The sample size of the study was determined as 552persons. 565 patients participated in the study. Significance level was takenas p <0.05. Participants of the study were examined for their participationin the questionnaires and it was found that the perceptions of the quality ofthe health services of the patients differ from the Servqual scalesub-dimensions in terms of tangibles, responsiveness, assurance and empathy. Itwas also found that the expectations did not differ according tosub-dimensions. It is proposed that the institution should consider customerexpectations for the quality perception in healthcare services and make the necessarychanges as much as possible in the areas where the expectations are notprovided.https://dergipark.org.tr/en/download/article-file/790398service qualityhealth care qualityservqual scalequality expectationquality perceptionqualityservqual scalequality perceptionkalitehizmet kalitesisağlık hizmet kalitesiservqual ölçeğibeklenen kalitealgılanan kalite |
| spellingShingle | Gizem Zevde Aydın Elif Dikmetaş Yardan A STUDY ON THE HEALTHCARE SERVICE QUALITY EXPECTATION AND PERCEPTION OF PATIENTS Mehmet Akif Ersoy Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi service quality health care quality servqual scale quality expectation quality perception quality servqual scale quality perception kalite hizmet kalitesi sağlık hizmet kalitesi servqual ölçeği beklenen kalite algılanan kalite |
| title | A STUDY ON THE HEALTHCARE SERVICE QUALITY EXPECTATION AND PERCEPTION OF PATIENTS |
| title_full | A STUDY ON THE HEALTHCARE SERVICE QUALITY EXPECTATION AND PERCEPTION OF PATIENTS |
| title_fullStr | A STUDY ON THE HEALTHCARE SERVICE QUALITY EXPECTATION AND PERCEPTION OF PATIENTS |
| title_full_unstemmed | A STUDY ON THE HEALTHCARE SERVICE QUALITY EXPECTATION AND PERCEPTION OF PATIENTS |
| title_short | A STUDY ON THE HEALTHCARE SERVICE QUALITY EXPECTATION AND PERCEPTION OF PATIENTS |
| title_sort | study on the healthcare service quality expectation and perception of patients |
| topic | service quality health care quality servqual scale quality expectation quality perception quality servqual scale quality perception kalite hizmet kalitesi sağlık hizmet kalitesi servqual ölçeği beklenen kalite algılanan kalite |
| url | https://dergipark.org.tr/en/download/article-file/790398 |
| work_keys_str_mv | AT gizemzevdeaydın astudyonthehealthcareservicequalityexpectationandperceptionofpatients AT elifdikmetasyardan astudyonthehealthcareservicequalityexpectationandperceptionofpatients AT gizemzevdeaydın studyonthehealthcareservicequalityexpectationandperceptionofpatients AT elifdikmetasyardan studyonthehealthcareservicequalityexpectationandperceptionofpatients |