The Perceived Service Quality on Patient: Evidence from University Hospital

Year 2019, Volume: 1 Issue: 3, 90 - 100, 15.12.2019

Tuba Düzcü , Osman Yıldırım Haluk Zülfikar , Eda Yılmaz Alarçin , Banu Sezginer Hakan Tozan

Abstract

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.

Keywords

Service quality, Servqual scale, healtcare quality

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