Özet:

Global competition has been continuously rising in all sectors in the world. In parallel with this, expectations regarding service quality and customer satisfaction in health are increasing rapidly, in particular in the service sector. In this direction, especially in the last quarter century, very important steps have been taken on quality and accreditation in health industry in the world. It is known that the leadership of the top management directly affects the processes especially in quality and accreditation. In this study, it is aimed to evaluate the opinions of all health institutions managers in Turkey accredited by the Joint Commission International-JCI, which is an international accreditation institution, on service quality in various dimensions. For this purpose, survey type research method, which is one of the quantitative research methods, was used. In the research, a questionnaire form was chosen as the data collection technique. Interviews were conducted face-to-face and using online survey method. A questionnaire covering the effects of accreditation on service quality, other factors affecting service quality, and demographic characteristics of the participants was applied to a total of 289 health institution managers, who constitute the study group of the research. The data obtained through the survey study were analyzed and tested using IBM SPSS 23.0 and IBM AMOS 23.0 package programs, and structural equation modeling (SEM) was used to test the research hypotheses. Based on the results of the research, it has been revealed that leadership and data, which are also components of total quality management, have a significant impact on the perceptions of employees about accreditation and the results of quality. As can be understood from this study, it will be seen that the quality outputs in health institutions increase as the perceptions of the managers about the quality and the benefits of accreditation increase.

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