Abstract:

In recent studies on quality, the quality of the service is assessed through the expected quality and perceptible quality concepts. The level of satisfaction of customer quality expectations is considered as an important indicator of service quality for. The main objective of this study is to measure the quality of service perceived by the expected quality of service at the Oral and Dental Health Centers (ADSM) and to reveal the levels of ADSMs meeting customer quality expectations. It is also intended to improve the quality of service according to the expected quality of service. In the framework of the work, 250 people serving in the Oral and Dental Health Centers serving in the province of İzmir have been surveyed on the quality of the service expected and detected. Analysis of the results from the survey determined that oral and dental health centers should improve in terms of the levels of patient quality expectations and which quality service assessment criteria.

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Abstract:

In recent years, in studies which ececuted on quality, service quality is evaluated in terms of perceived quality and expected quality concepts. Level of satisfy the customer’s excpectation about service quality is accepted most important indicator which represented servive quality of enterprises. The main object of this study are measurement of perceived and expected service quality of oral and dental health centers and exposure the level of satisfy customer’s quality expectation. Beside, enhance of service quality is aimed too, in accordance with ecpected service quality. As part of this study, we maked a survey which is about perceived and ecpected service quality, with 250 people who get service from oral and dental health centers in İzmir. The level of satisfy the quality expectations and they require to improve in point of which service quality assessment criteria are determined.