ARISAN, Yelda Nevvar Salih İşgören Alsancak Devlet Hastanesi - Hastane ve Sağlık Kurumları Yönetimi, Turkey , DEVEBAKAN, Nevzat Dokuz Eylül Üniversitesi - İzmir Meslek Yüksek Okulu - İktisadi ve İdari Programlar, Sağlık Kurumları İşletmeciliği Programı, Turkey

HEALTHCARE WORKERS PERCEPTIONS OF SERVICE QUALITY: A STUDY IN A STATE HOSPITAL IN IZMIR, TURKEY

36890

While publications regarding quality of service in terms of patients’ perception service quality area are often come across regarding healthcare workers’ perceptions of quality of service are quite rare. The aim of this study is to measure the health care personnel’s perceptions on quality services that offered by Nevvar Salih Isgoren Alsancak State Hospital (NSİADH) in Izmir, Turkey. The study sample was consisted of 437 healthcare workers. 202 healthcare workers were randomly selected from this sample and included in the study. SERVQUAL Scale is one of the widely used measures for perceived service quality in the service organizations. The SERVQUAL Scale, adapted by Malgold and Babakus (1992) has been used in the present study. The statistical analysis has been performed by using the SPSS 19.0. The Cronbach Alpha coefficients of the scale were calculated as 0.75 and 0.89 respectively for expectations and perceptions dimensions. In this present study, equally weighted, weighted SERVQUAL and scores for dimensions have been found to be negative. When the dimensions on the basis of perceived service quality scores were examined; tangibles was valued as the lowest perceived service quality in size and empathy was valued as the highest perceived service quality dimension. This present study showed reliability as the most important quality of service dimension for the healthcare workers.

507

Healthcare Organizations , Healthcare Workers , Service Quality , SERVQUAL

Journal Of Economics and Administrative Sciences, Ataturk University

525