SERVICE QUALITY IN HEALTHCARE SERVICES: AN APPLICATION IN PRIVATE DENTAL CLINIC

Abstract

At present, succeeding and competing of the health institutions substantially based on the quality service provided. It is seen that the studies on measuring the quality of health services gradually increase in recent years. This research was conducted in a private dental clinic in İstanbul between the dates of 15th June 2014-15th August 2014 for the purpose of measuring the quality of the health services that they perceived or expected. Our study is composed of totally 200 patients who applied to the clinic during the investigation period and accepted to attend to the study as well. The questionnaire form has two parts. The questions about the socio-demographic features are in the first part, questions of SERVQUAL Service Quality Scale are in the second part. The data obtained from the research are subjected to reliability analysis, and all the sub-dimensions of the scale is found as high-level reliable. Attendees’ point averages of Tangibles, Reliability, Responsiveness, Assurance, Empathy and General Service Quality SERVQUAL are found as high when the Expected and Perceived Quality levels of them are considered. It is determined when being reviewed the SERVQUAL point averages after getting the clinic service that they left with the perception more than expected.

Keywords

• Healthcare Services,Quality of Service,SERVQUAL Scale

References

1. Çatalca, H., Sağlık Hizmetlerinde Toplam Kalite Yönetimi, Beta Basım A. Ş., İstanbul, 2003.
2. Küçükaksu, C., Ünlü, S., Yarıcı, T. ve Mahmutoğlu, L., Sağlık hizmetlerinde kalite deneyimi, Hastane Yaşam Dergisi, 1 (2004), 1, pp. 26.
3. Özatkan, Y., Hastane İşletmelerinde Hizmet Kalitesinin Ölçülmesi ve Bir Üniversite Hastanesi Örneği, Yüksek Lisans Tezi, Gazi Üniversitesi, Ankara, 2008.
4. Schmidt, S., Bateman, I., O’Reilly, J. B. and Smith, P., A management approach that drives actions strategically: balance scorecard in mental health trust case study, International Journal of Health Care Quality Assurance, 19 (2006), 2, pp. 119-135.
5. Kavuncubaşı, Ş. ve Yıldırım, S., Hastane ve Sağlık Kurumları Yönetimi, Siyasal Kitabevi, Ankara, 2010.
6. Aslantekin, F., Göktaş, B., Uluşen, M. ve Erdem, R. (2007) Sağlık hizmetlerinde kalite deneyimi: Doktor Ekrem Üstündağ, Kadın Hastalıkları ve Doğum Hastanesi örneği, Fırat Sağlık Hizmetleri Dergisi, 2 (2007), 6, pp. 56-71.
7. Zeithaml, V.A. and Bitner, M.J., Service Marketing: Integrating Customer Focus Across the Firm, 2nd Ed., McGraw-Hill, Boston, 2000.
8. Wang, Y., Luor, T., Luarn, P. and Lu, H., Contribution and Trend to Quality Research—a Literature Review of SERVQUAL Model from 1998 to 2013, Informatica Economica, 19 (2015), 1, pp. 34-45.

9. Babakus, E. ve Mangold, G.W., Adapting the SERVQUAL scale to hospital services: an empirical investigation, Health Services Reseach, 26 (1992), 6, pp. 767-786
10. Devebakan, N., Sağlık işletmelerinde kalite ve algılanan hizmet kalitesinin ölçümü, Yüksek Lisans Tezi, Dokuz Eylül Üniversitesi, İzmir, 2001.
11. Kayral, İ. H., Beklenen-Gerçekleşen-Algılanan Hizmet Kalitesi ve Sağlık Hizmetlerinde Çok Boyutlu Kalite, Detay Yayıncılık, Ankara, 2015.
12. Harput, S., Yeditepe Üniversitesi Hastanesinde Yatan Hastalarda Beklenen ve Algılanan Hizmet Kalitesinin SERVQUAL Ölçeği İle Değerlendirilmesi, Yüksek Lisans Tezi, Beykent Üniversitesi, İstanbul, 2014.
13. Adebayo, E. T., Adesina, B. A., Ahaji, L. E. and Hussein, N. A., Patient assessment of the quality of dental care services in a Nigerian hospital, Journal of Hospital Administration, 3 (2014), 6, pp. 20-28.
14. John, J., Yatim, F. H. and Mani, S. A., Measuring service quality of public dental health care facilities in Kelantan, Malaysia, Asia-Pacific Journal of Public Health, 23 (2010), 5, pp. 742-753.
15. Perron, N. J., Secretan, F., Vannotti, M., Pecoud, A. and Favrat, B., Patient expectations at a multicultural out-patient clinic in Switzerland, Family Practice, 20 (2003), 4, pp. 428-433.
16. Hooper, R., Rona, R. J., French, C., Jones, M. and Wessely, S., Unmet expectations in primary care and the agreement between doctor and patient: a questionnaire study, Health Expect, 8 (2005), 1, pp. 26-33.
17. Gholami, M., Kavosi, Z. and Khojastefar, M., Services quality in emergency department of Nemazee Hospital: using SERVQUAL model, J Health Man & Info, 3 (2016), 4, pp. 120-126.
18. Üner, M., Pazarlama Dünyası, Özkan Yayıncılık, Ankara, 1994.
19. Devebakan, N. ve Aksaraylı, M., Sağlık işletmelerinde algılanan hizmet kalitesinin ölçümünde SERVQUAL skorlarının kullanımı ve Özel Altınordu Hastanesi uygulaması, Dokuz Eylül Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 5 (2003), 1, pp. 38-54.
20. Sevimli, S., Hizmet Sektöründe Kalite ve Hizmet Kalitesi Ölçümü Üzerine Bir Araştırma, Yüksek Lisans Tezi, Dokuz Eylül Üniversitesi, İzmir, 2006.
21. Zengin, E. ve Erdal, A., Hizmet sektöründe toplam kalite yönetimi, Journal of Qafqaz University, 3 (2000), 1, pp. 43-56.
22. Mucuk, İ., Pazarlama İlkeleri, Der Yayınları, İstanbul, 1994.
23. Parasuraman, A., Zeithml, V. A. and Berry, L. L., Delivering Quality Service: Balancing Customer Perception and Expectations, The Free Press, New York, 1990.
24. Odabaşı, Y., Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi, Sistem Yayıncılık, İstanbul, 2013.
25. Yumuşak, N. U., Hizmet Kalitesinin Ölçümü ve Hizmet Kalitesini Etkileyen Faktörler: Uşak Ticaret ve Sanayi Odası Uygulaması, Yüksek Lisans Tezi, Dokuz Eylül Üniversitesi, İzmir, 2006