HİZMET KALİTESİNİN SERVQUAL MODELİ İLE ÖLÇÜLMESİ: ÖZEL BİR HASTANEDE ALAN ARAŞTIRMASI

Year 2023, Issue: 93, 258 - 271, 16.03.2023

Hatice Türkcan Kayaalp , Aysel Çetindere Filiz , Cengiz Duran

https://doi.org/10.17753/sosekev.1139097

Abstract

Bu çalışmada SERVQUAL ölçüm modeli kullanılarak Ankara ilinde özel bir hastaneden hizmet alan 200 hasta, hasta yakını ve refakatçilerine anket uygulanmış ve beklenen/algılanan hizmet kalitesi ölçülmüştür. Katılımcılara ait beklenen kalite ile algılanan kalite arasındaki farkın analizini yapmak üzere SERVQUAL ölçüm modelinin beş boyutu (somut özellikler, güvenilirlik, heveslilik, güvence ve empati) üzerinden elde edilen veriler Anova testi ve bağımsız örneklem t-testi ile analiz edilmiştir. Analizlerden elde edilen sonuçlara göre genel olarak katılımcıların hastanenin vermiş olduğu hizmetlerin tümünde beklentilerinin üstünde veya beklentileriyle eşit düzeyde hizmet aldıkları ortaya çıkmıştır.

Keywords

Hizmet kalitesi, Beklenen kalite, Algılanan kalite, Sağlık işletmeleri, SERVQUAL Modeli

Measurement of Service Quality with SERVQUAL Model: Field Search in a Private Hospital

Abstract

In this study, using the SERVQUAL measurement model, a questionnaire was applied to 200 patients, their relatives and companions who received service from a private hospital in Ankara, and the expected/perceived service quality was measured. In order to analyze the difference between the expected quality of the participants and the perceived quality, the data obtained through the five dimensions of the SERVQUAL measurement model (tangibles, reliability, responsiveness, assurance and empathy) were analyzed using Anova and independent sample t-test. According to the results obtained from the analyses conducted, it has been revealed that the participants generally receive services above or equal to their expectations in all services provided by the hospital.

Keywords

Service quality, Expected quality, Perceived quality, Health enterprises, SERVQUAL Model

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