Sakarya Üniversitesi İşletme Enstitüsü Dergisi

Yazarlar: Cemal SEZER, Ayhan DURMUŞ, Melih BEBİK

Konular:İşletme

DOI:10.47542/sauied.822452

Anahtar Kelimeler:Health,Service,Quality,Quality perception

Özet: According to this study, it is aimed to measure the service quality perceptions of individuals who have received services from private health care institutions. The population of the study consisted of people aged over 18 years who had received services from a private hospital in Eskişehir. Random sampling method was used in the study. Data were collected by face-to-face questionnaire method and 212 usable questionnaires were obtained. The data were collected by SERVPERF Scale, which was developed by Cronin and Taylor (1992). Descriptive statistical methods, t test, One Way Anova test, reliability analysis, correlation analysis were used in the analysis of the data. According to the findings of the study, Cronbach’s Alpha values for the sub-dimensions of the scale ranged from 0.74 to 0.87. The value of the scale is 0.91. There is a high level of significant relationship between service quality scale and sub-dimensions. According to the difference analysis findings related to the purpose of the study, no difference was found between the participants’ perception of service quality and sociodemographic variables. Accordingly, it can be said that service quality perception levels are high. As a result, the hospital in question needs to monitor and shape its structures and processes, taking into account the extent to which patients are satisfied with the service they receive. Because the provision of health services in a patient-centered manner makes this situation inevitable. In this way, the quality of service provided by the health institution will not only increase efficiency and productivity but will also provide benefits to individuals.

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