Abstract:

In today's rapidly changing and increasingly competitive healthcare industry, measuring, evaluating and improving the quality of services provide significant contributions in terms of Competitive advantage and meeting or overcoming patient expectations. This research has examined whether there is service quality levels using Servqual service quality scale developed by Parasuraman, Zeithaml and Berry. 250 patients were included in the study. According to the results obtained from the questionnaire study applied on the patients, the level of perceived quality service of the patients is significantly different according to age and income status. It was concluded that, there was a significant relationship between the quality perception of all service quality dimensions and the intention of the patients to prefer the hospital again. Accordingly, as the perceived quality of service increases, the intention of patients to prefer the hospital is also increasing.

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