HİZMET SEKTÖRÜNDE SERVPERF ÖLÇEĞİ İLE HİZMET KALİTESİNİN BELİRLENMESİ SAĞLIK HİZMETLERİ SEKTÖRÜNDE BİR UYGULAMA

Yıl 2012, Cilt: 1 Sayı: 2, 33 - 52, 01.12.2012

Kenan Aydın Seda Yıldırım

Öz

Hizmet sektöründeki işletmelerin rekabet avantajı elde etmelerinde en önemli araç olan hizmet kalitesi, gerek literatür gerekse pratik için araştırılması gereken önemli konulardandır. Bu bağlamda, özel bir hastanenin sunduğu sağlık hizmetleri SERVPERF ölçeği yardımıyla hizmet kalitesi açısından değerlendirilecektir. Hizmet kalitesi ölçümünde değerlendirilen ölçeklerden biri olan SERVPERF-M formu, kolayda örnekleme yöntemine göre belirlenen özel bir hastanenin ankete katılmak isteyen hastaları üzerinde uygulanmıştır. Toplanan anketler daha sonra SPSS 16 programında analiz edilerek sunulmuştur. SERVPERF-M formu ile sağlık hizmetleri için hastaların beklentileri, bu hizmetlere verdikleri önem ve algıladıkları hizmetler karşılaştırılarak değerlendirilmiştir.

Anahtar Kelimeler

Hizmet, Hizmet kalitesi, SERVPERF ölçeği

THE DETERMINING OF SERVICE QUALITY WITH SERVPERF SCALE IN SERVICE SECTOR AN IMPLEMENTATION IN HEALTH CARE SECTOR

Öz

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

Anahtar Kelimeler

Service, Service quality, SERVPERF scale

Kaynakça

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