Özet:

During the past decade, the impact of service quality on customer satisfaction and business performance has been searched by managers and academicians. Researchers have interested on service quality management importantly. Most researchers have focused on measuring service quality by using the SERVQUAL instrument. Aim of this paper is to describe the development and usage of SERVQUAL instrument for measuring the service quality in hospitals and again to emphasize the dimensions of service quality. In addition, an application related with service quality is going to be studied in the hospital of Cumhuriyet University.

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