Ekonomi ve Yönetim Araştırmaları Dergisi

Yazarlar: Kenan AYDIN, Seda YILDIRIM

Konular:-

Anahtar Kelimeler:Service,Service quality,SERVPERF scale

Özet: The service quality is an important tool for businesses in service sector to get a competitive advantage that is also important issue for both literature and pratic concept. In this context, it will be evaluated the service quality of one private hospital’s health care service with the SERVPERF scale. The form of SERVPERF-M is the one that is used to measure service quality, was impelemented with “conveniency sampling” method to the patients who wanted to join this implemetation. After collected questionnaires, data was analysed in SPSS 16 programme. With SERVPERF-M form, patient’s expectations and perceptions and the importance of health care services were evaluated seperately

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