jhesp Journal of Health Systems and Policies 2667-4920 2718-0050 İstanbul Medipol Üniversitesi Health Care Administration Sağlık Kurumları Yönetimi The Perceived Service Quality on Patient: Evidence from University Hospital https://orcid.org/0000-0002-7219-0136 Düzcü Tuba ISTANBUL MEDIPOL UNIVERSITY https://orcid.org/0000-0002-8900-3050 Yıldırım Osman ISTANBUL AREL UNIVERSITY https://orcid.org/0000-0002-4786-5322 Zülfikar Haluk ISTANBUL UNIVERSITY https://orcid.org/0000-0002-6100-1272 Yılmaz Alarçin Eda İSTANBUL ÜNİVERSİTESİ - CERRAHPAŞA https://orcid.org/0000-0002-3537-0357 Sezginer Banu Interfed Management and Financial Consultancy Tozan Hakan ISTANBUL MEDIPOL UNIVERSITY 12 15 2019 1 3 90 100 07 31 2019 09 10 2019 Copyright © 2018, Journal of Health Systems and Policies 2018 Journal of Health Systems and Policies

The aim ofthis study is to measure the perceptions of the service providers of theuniversity hospital on the service quality. Servqual scale was developed byParasuraman, Zeithaml and Berry (1985). For his research, servqual scale with13 items was used. For this purpose, survey data was collected from 165university-based outpatients who were volunteered to participate in the surveyby means of the easy sampling method. By means of AMOS 22.0 package program,frequency distribution, confirmatory factor analysis, goodness of fit indicesand average variance extracted (AVE) values were statistically evaluated. Threeitems with low factor loadings were removed from the original scale developedby Parasuraman, Zeithaml and Berry (1985) who worked on the Servqual scale. Thereliability coefficients calculated for the Servqual scale applied to theparticipants were high reliability level. For CR, it can be stated that thecomposite reliability condition of all CR values is acceptable. The study islimited to 165 participants and provides information to service qualityprofessionals and researchers using the Servqual scale.

 Service quality Servqual scale healtcare quality Baron, R. M., Kenny, D. S. (1986). The Moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic and Statistical Considerations. Journal Of Personality and Social Psychology, 51, 1173-1182. Bollen, K.A., (1989). Structural Equations With Latent Variables, New York;Wiley. Byrne, B.M. (2009). Structural Equation Modeling With AMOS: Basic Concepts, Applications, And Programming, 2nd ed., New York: Routledge. Carman, J. M. (2000). Patient Perceptions of Service Quality: Combining The Dimensions. Journal of Services Marketing, 14,337-352. Çelik, H. (2011). Alışveriş Merkezlerinde Hizmet Kalitesi Algısı ve Bir Araştırma. Süleyman Demirel Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 16,433-448. Çiçek, R., Doğan, İ. (2009). Müşteri Memnuniyetinin Arttırılmasında Hizmet Kalitesinin Ölçülmesine Yönelik Bir Araştırma: Niğde İli Örneği. Afyon Kocatepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 11,199-217. Doğan, İ. Ö., Tütüncü, Ö. (2003). Hizmet İşletmelerinde Toplam Kalite Yönetimi Kapsamında ISO 9001:2000 ve Bilgisayar Destekli Bir Uygulama. Dokuz Eylül Üniversitesi Rektörlük Matbaası, İzmir. Eleren, A., Kılıç, B. (2007). Turizm Sektöründe Servqual Analizi İle Hizmet Kalitesinin Ölçülmesi ve Bir Termal Otelde Uygulama, Afyon Kocatepe Üniversitesi, İ.İ.B.F. Dergisi, 9,235-263. Filiz, Z., Yılmaz, E. ve Yağızer, C. (2010). Belediyelerde Hizmet Kalitesinin Servqual Analizi İle Ölçümü: Eskişehir Belediyelerinde Bir Uygulama. Anadolu Üniversitesi Sosyal Bilimler Dergisi, 10,59-76. Fornell, C., Larcker, D. (1981) Evaluating Structural Equation Models with Unobservable Variables and Measurement Error. Journal of Marketing Research, 18,39-50. Gürbüz, E., Ergülen, A. (2006). Hizmet Kalitesinin Ölçümü ve Grönroos Modeli Üzerine Bir Araştırma. İstanbul Üniversitesi Siyasal Bilgiler Fakültesi Dergisi, 35,73-190. Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., Tatham, R. L. (1998). Multivariate data analysis. Upper Saddle River, New Jersey: Prentice hall. Kumaraswamy, S. (2012). Service Quality in Health Care Centres: An Empirical Study. International Journal of Business and Social Science, 3. Pai, Y., Chary, S. (2013). Dimensions of Hospital Service Quality: A Critical Review:Perspective of Patients from Global Studies. International Journal of Health Care Quality Assurance, 26,308-340. Parasuraman, A., Zeithaml, V., Berry, L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research (SERVQUAL). Journal of Marketing, 49,41-50. Parasuraman, A., Zeithaml, V.A., Berry, L.L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Services Quality. Journal of Retailing, 64,12-40. Parasuraman, A., Zeithaml, V.A., Berry, L.L. (1991). Refinement and Reassessment of the SERVQUAL Scale, Journal of Retailing, 67,420-450. Parasuraman, A., Zeithaml, V.A., Berry, L.L. (1993). Research Note:More on Improving Service Quality Measurement, Journal of Retailing, 69,140-147. Raykov, T. (1997). Estimation of Composite Reliability for Congeneric Measures. Applied Psychological Measurement, 21,173-184. Schermelleh-Engel, K., Moosbrugger, H., Müller, H. (2003). Evaluating the fit of structural equation models: Tests of significance and descriptive goodness-of-fit measures. Methods of psychological research online, 8,23-74. Schumaker, R. E., Lomax, R. G. (1996). A Beginners Guide to Structural Equation Modeling. Mahwah, NJ: Erlbaum. Sultan, F., Merlin C. Simpson, M.C. (2000). International Service Variants: Airline Passenger Expectations And Perceptions Of Service Quality, Journal of Service Marketing. 14,213-214. Vanniarajan, T., Arun, B. (2010). Service Quality In Health Care Centres: An Empirical Study. Global Management Review, 4.