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Literatürde hizmet kalitesi kavramına yönelik birçok tanımlama ve ölçüm yöntemi bulunmaktadır. Bunlardan en sık kullanılan yöntem ise SERVQUAL modeldir. Bu modele göre hizmet kalitesi, müşteriler tarafından algılanan hizmetin kalitesi ve müşteri beklentileri arasındaki farkın ölçülmesiyle belirlenmektedir. Bu çalışmada, ulusal ve uluslararası literatürde yer alan sağlık hizmetlerinde yapılmış bazı SERVQUAL modeli araştırmaları incelenerek kalite algısına yönelik olası benzerlikler ve farklılıklar ortaya konulmaya çalışılmıştır. İncelenen çalışmalar belirlenen anahtar kelimelerle Kasım 2018 tarihinde ScienceDirect Scopus, Dergipark ve ULAKBİM veri tabanlarında taranarak seçilmiştir. Sınırlandırma yapılırken çalışmanın Türkçe ve İngilizce dillerinde 2010-2018 yılları arasında yayımlanmış olması, araştırma makalesi olması ve SERVQUAL modelinin 5 boyutunu açık bir şekilde vermiş olmasına dikkat edilmiştir. Sınırlandırmalar sonrasında toplam 28 çalışma incelenmeye alınmıştır. Çalışmada her iki literatürde de incelenen araştırma bulgularının büyük oranda benzerlik gösterdiği sonucuna varılmıştır. İki literatürde de yer alan çalışmalarda hastaların en çok güvenilirlik boyutunda beklenti içerisinde olduğu belirlenmiştir. Buna karşılık olarak, algılanan en yüksek hizmet kalitesi boyutunun yine güvenilirlik olduğu saptanmıştır. Her iki literatürdeki çalışmalarda da algılanan en düşük hizmet kalitesinin ve en fazla negatif boşluğun fiziksel özellikler boyutunda olduğu belirlenmiştir. İncelenen çalışmalarda hem ulusal hem de uluslararası literatürde katılımcıların beklenti ve algılarında benzerliklerin görülmesi sağlığın evrensel bir kavram olduğunu ortaya koymaktadır.
There are many methods of defining and measuring the concept of quality of service in literature. The most common method is the SERVQUAL model. According to this model, the quality of the service is determined by the measurement of the difference between the quality of the service perceived by the customers and the customer expectations. In this study, a number of SERVQUAL model research conducted in health services in national and international literature has sought to identify possible similarities and differences in quality perception. The reviewed studies were selected by scanning in the ScienceDirect Scopus, Journal and ULAKBIM databases in November 2018 with the identified keywords. During the limitation, it was noted that the study was published in the Turkish and English languages between the years 2010-2018, it was a research article and it clearly gave the 5 dimensions of the SERVQUAL model. A total of 28 studies have been examined after the limitations. The study found that the findings of the research studied in both literature showed a great similarity. Both studies have found that patients are in the highest level of reliability. On the contrary, the highest quality of service measure identified was again reliable. Studies in both literature have also identified the lowest quality of service and the highest negative emptiness in the size of physical characteristics. The study shows that similarities in the expectations and perceptions of participants in both national and international literature show that health is a universal concept.
There are many definitions and measurement methods in the literature about the concept of service quality. The most commonly used method is the SERVQUAL model. According to this model, the service quality is determined by measuring the difference between the quality of the service perceived by the customers and the customer expectations. In this study, some similarities and differences related to quality perception have been studied by examining some SERVQUAL studies conducted in health services in international and national literature. The studies reviewed were selected in November 2018 with the keywords identified in ScienceDirect, Scopus, Dergipark and ULAKBİM databases. While making limitations, attention was paid to the fact that the study was published in Turkish and English between 2010-2018, it was a research paper, and that the SERVQUAL model gave 5 dimensions clearly. After restrictions, a total of 28 studies were examined. In the study, it is concluded that the research findings examined in both literature show a great similarity. In the studies in the two literature, it was determined that the patients were most in expectation of reliability. In contrast, the highest perceived quality of service quality was found to be reliability. In both studies, it was stated that the lowest perceived service quality and the maximum negative gap were in tangibles dimension. In the studies studied, the similarities in the expectations and perceptions of the participants in both national and international literature reveal that health is a universal concept.
Alan : Eğitim Bilimleri; Filoloji; Güzel Sanatlar; Sosyal, Beşeri ve İdari Bilimler
Dergi Türü : Uluslararası
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