The Perceived Service Quality on Patient: Evidence from University Hospital

Öz

The aim of this study is to measure the perceptions of the service providers of the university hospital on the service quality. Servqual scale was developed by Parasuraman, Zeithaml and Berry (1985). For his research, servqual scale with 13 items was used. For this purpose, survey data was collected from 165 university-based outpatients who were volunteered to participate in the survey by means of the easy sampling method. By means of AMOS 22.0 package program, frequency distribution, confirmatory factor analysis, goodness of fit indices and average variance extracted (AVE) values were statistically evaluated. Three items with low factor loadings were removed from the original scale developed by Parasuraman, Zeithaml and Berry (1985) who worked on the Servqual scale. The reliability coefficients calculated for the Servqual scale applied to the participants were high reliability level. For CR, it can be stated that the composite reliability condition of all CR values is acceptable. The study is limited to 165 participants and provides information to service quality professionals and researchers using the Servqual scale.

Anahtar Kelimeler

• Service quality,Servqual scale,healtcare quality

Kaynakça

1. 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.
2. Bollen, K.A., (1989). Structural Equations With Latent Variables, New York;Wiley.
3. Byrne, B.M. (2009). Structural Equation Modeling With AMOS: Basic Concepts, Applications, And Programming, 2nd ed., New York: Routledge.
4. Carman, J. M. (2000). Patient Perceptions of Service Quality: Combining The Dimensions. Journal of Services Marketing, 14,337-352.
5. Çelik, H. (2011). Alışveriş Merkezlerinde Hizmet Kalitesi Algısı ve Bir Araştırma. Süleyman Demirel Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 16,433-448.
6. 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.
7. 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.
8. 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.

9. 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.
10. Fornell, C., Larcker, D. (1981) Evaluating Structural Equation Models with Unobservable Variables and Measurement Error. Journal of Marketing Research, 18,39-50.
11. Gürbüz, E., Ergülen, A. (2006). Hizmet Kalitesinin Ölçümü ve Grönroos Modeli Üzerine Bir Araştırma. İstanbul Üniversitesi Siyasal Bilgiler Fakültesi Dergisi, 35,73-190.
12. 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.
13. Kumaraswamy, S. (2012). Service Quality in Health Care Centres: An Empirical Study. International Journal of Business and Social Science, 3.
14. 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.
15. 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.
16. 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.
17. Parasuraman, A., Zeithaml, V.A., Berry, L.L. (1991). Refinement and Reassessment of the SERVQUAL Scale, Journal of Retailing, 67,420-450.
18. Parasuraman, A., Zeithaml, V.A., Berry, L.L. (1993). Research Note:More on Improving Service Quality Measurement, Journal of Retailing, 69,140-147.
19. Raykov, T. (1997). Estimation of Composite Reliability for Congeneric Measures. Applied Psychological Measurement, 21,173-184.
20. 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.
21. Schumaker, R. E., Lomax, R. G. (1996). A Beginners Guide to Structural Equation Modeling. Mahwah, NJ: Erlbaum.
22. 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.