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

Year 2018, Volume: 3 Issue: 1, 10 - 21, 30.04.2018

Ladise Has Gökhan Aba , Metin Ateş

https://doi.org/10.23884/ijhsrp.2018.3.1.02

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

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