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Kalite, müşterilerin beklenti ve algılayışlarını merkez alarak müşteri istek ve beklentilerinin mükemmellik düzeyinde karşılanması anlamına gelmektedir. Ürün ve ürün gruplarında kalite garantisi belirli standartlar ile sağlanırken hizmet sunan işletmelerde hizmet kalitesi garantisinin ölçülmesi ve standardizasyonu gibi konular karmaşık ve güç bir hal almaktadır. Sunulan hizmetin kalitesi müşterilerin beklentileri ile algıları arasındaki fark kıyaslanarak da belirlenebilmektedir. Bu amaçla çalışmada, bir devlet hastanesinde yatan hastaların algıladıkları sağlık hizmet kalitesi, hizmet kalitesi beklentileri, tatmin düzeyleri ve hastane tercihleri anket yöntemiyle araştırılmaya çalışılmıştır. Tam sayım olarak 125 yatan hastaya SERVQUAL Hizmet Kalitesi anketi uygulanmıştır. SPSS paket programı ile elde edilen analizlerde tanımlayıcı istatistiklerden, bağımsız t-testlerinden ve regresyon analizlerinden yararlanılmıştır. Sonuç olarak hizmet kalitesi algısı ile hasta tatmini arasında istatistiksel olarak anlamlı pozitif ilişki olduğu, hasta tatmini ve hastaneye yeniden gitme niyeti arasında pozitif ve anlamlı ilişki olduğu sonucuna ulaşılmıştır.
Quality means the satisfaction of customer needs and expectations at a level of excellence by focusing on customer expectations and perceptions. The quality guarantee in product and product groups is provided by specific standards while the issues such as the measurement and standardization of the quality guarantee in service providers are complex and powerful. The quality of the service offered can also be determined by comparing the difference between customer expectations and perceptions. For this purpose, the study was attempted to investigate the quality of health care that patients in a state hospital perceived, the quality of service expectations, satisfaction levels and hospital preferences by the survey method. A total of 125 patients were subjected to the SERVQUAL Service Quality Survey. Analysis obtained through the SPSS package program has taken advantage of identifying statistics, independent t-test and regression analysis. As a result, there is a statistically meaningful positive relationship between the perception of service quality and patient satisfaction, a positive and meaningful relationship between the patient satisfaction and the intention to return to the hospital.
The concept of quality means meeting customers' wishes and needs by centering on the expectations and perceptions of customers. Quality assurance in product and product groups is ensured by certain standards, while service quality assurance measurement and standardization in businesses providing services are complex and difficult. The quality of the service offered can be determined by comparing the differences between the expectations of customers and their perceptions. The aim of this study is to investigate the perceived health service quality, service quality expectations, satisfaction levels and hospital preferences of the patients in a state hospital. SERVQUAL Service Quality Questionnaire was applied to 125 inpatients as complete counts. Descriptive statistics, independent t-tests and regression analyzes were used in the analyzes obtained with the SPSS package program. It was concluded that there was a statistically significant positive relationship between perception of service quality and patient satisfaction, and there was a positive and significant relationship between patient satisfaction and intention to resume hospitalization
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