Author/Authors :
SAVAŞ, Halil Pamukkale Üniversitesi, Kınıklı Kampüsü - İktisadi ve İdari Bilimler Fakültesi (İ İ B F ) - İşletme Bölümü, Turkey , KESMEZ, Ayşe Gülderen Pamukkale Üniversitesi - Sosyal Bilimler Enstitüsü, Turkey
Title Of Article :
MEASUREMENT OF SERVICE QUALITY BY SERVQUAL MODEL: A RESEARCH ON FAMILY HEALTH CENTERS
Abstract :
The quality of services in health care facilities, for most of the managers, means quality of the technical elements which makes service provision possible from diagnosis to treatment. However, service quality from the view of the patient, as opposed to the understanding of health care providers, is up to the technical aspect, the physical facilities, health facilities, the atmosphere, the staff includes elements such as the approach. In this study, 180 of the patients in family healthcare centers in Denizli were surveyed and were asked to evaluate propositions by 5-point Likert scale. According to the obtained data, perceived and expected levels of service quality and the service quality dimensions of Servqual scores were computed. The Servqual scores are found out as −1.20, −0.77, −0.90, −0.84 ve −1.05 respectively.
NaturalLanguageKeyword :
Service Quality , Service Quality Measurement , Family Healthcare Center , Servqual Model
JournalTitle :
Pamukkale University Journal Of Social Sciences Institute
